At a Glance
- Tasks: Be the first point of contact for urgent calls and support residents in need.
- Company: Join Capita, a leader in transforming public services with innovation.
- Benefits: Competitive salary, 23 days holiday, and flexible working hours.
- Other info: Flexible shifts, including evenings and weekends, with great career growth opportunities.
- Why this job: Make a real difference by helping people during their most critical moments.
- Qualifications: Customer service experience and excellent communication skills are a plus.
The predicted salary is between 17485 - 17485 £ per year.
As a Customer Service Advisor at Capita Business Services Limited, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners contacting the Out of Hours service. This role supports local authority services outside normal office hours by answering urgent and emergency calls that require immediate attention. You will assess the nature and urgency of each enquiry, follow agreed scripts and procedures, record accurate information, and escalate or refer cases to the appropriate duty officer, emergency contact, contractor, or service area. The role requires calm decision-making, excellent communication skills, and the ability to support callers who may be distressed, vulnerable, or in urgent need of assistance.
This role is for working 25 hours per week scheduled between Monday to Sunday. Opening hours and shift rotation are Monday to Thursday, 17:00–09:00, and Friday 17:00 to Monday 09:00 (24 hours over the weekend).
Responsibilities
- Handle inbound calls for local authority Out of Hours services, including urgent and emergency enquiries received outside normal office hours.
- Quickly assess the nature, priority, and urgency of each call, ensuring emergency and time-critical issues are dealt with appropriately.
- Follow agreed scripts, guidance, escalation routes, and contact procedures for each local authority service area.
- Accurately record all customer details, call information, actions taken, and outcomes using the relevant CRM, call logging system, or manual process.
- Refer or escalate urgent matters to the appropriate duty officer, emergency contact, contractor, or specialist service in line with agreed procedures.
- Support callers who may be vulnerable, distressed, or experiencing emergency situations, using empathy, professionalism, and active listening skills.
- Identify non-urgent enquiries and signpost callers to daytime services, online services, or the relevant local authority contact route where appropriate.
- Liaise with emergency services, statutory bodies, contractors, and local authority representatives where required.
- Work flexibly across evenings, nights, weekends, bank holidays, and other out-of-hours periods as required by the service.
About You
- Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out-of-hours environment is desirable.
- Excellent verbal communication skills with a calm, clear, and professional telephone manner.
- Strong active listening skills and the ability to remain composed when dealing with urgent, sensitive, or distressed callers.
- Ability to assess information quickly, follow procedures accurately, and escalate issues appropriately.
- Good attention to detail with the ability to record information clearly and accurately.
- Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.
- Ability to work independently during out-of-hours periods while following agreed guidance and escalation routes.
- A flexible and reliable approach to working shifts, including evenings, nights, weekends, and bank holidays.
About Capita Local Government
Capita Local Government has many close, long-standing relationships with local councils, supporting them in the challenges they face by delivering a variety of services. We know that technology can help transform public services and to do that requires investment and innovation – and we’re working to develop new approaches here.
What’s in it for you?
- A competitive basic salary (Up to £17,485.87)
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career. Join us and discover a career with purpose.
Customer Service Advisor - Part Time, Out of Hours employer: Capita
Capita's Gas Safe Register is an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits including a company car, generous holiday allowance, and opportunities for community engagement through volunteering, employees are encouraged to grow both personally and professionally in the vibrant Colchester area. The commitment to diversity and inclusion further enhances the workplace environment, making it a rewarding place for gas professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Part Time, Out of Hours
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Capita and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Capita and let us see your personality shine through!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Capita.
Get Familiar with Our Brand:Before applying, take some time to learn about Capita and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Capita
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Capita.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Capita will surely appreciate.
