Out of Hours Officer

Join Our Team at Corserv Care as a Call Handler (Community Services Out of Hours Officer).

Part Time and Full Time Positions available (to be discussed at interview).

Salary: £12.60 per hour

Working Hours: Weekdays 06:00–09:15 and 16:30–22:30; Saturday, Sunday and Bank Holidays 06:00–14:00 or 14:00–22:30. Shift working pattern to be agreed with the manager. Mandatory alternate weekend working required.

Full Training Provided: Occasional mandatory training required, with travel into the local office.

Contract Type: Permanent

Base: Any area of Cornwall reporting to the closest office available. Mostly home working is required; office working may be required for training purposes depending on line manager requirements.

The role of Community Services Out of Hours Officer is an essential part of the services we offer, by providing the out of hours provision 365 days a year. Working in a hybrid role, you will work a predetermined rota pattern and ensure high quality support to our Care Services Teams and our Service Users.

About the role

Are you a reliable, calm and supportive person who can provide advice, guidance and respond professionally as the first point of contact if a major incident or safeguarding occurs? In this key role, you will provide vital Out of Hours Call Handling Support to Services Users and Employees, helping to ensure smooth and efficient Care operations and services.

Role Purpose: All calls need to be answered and handled in accordance with our out of hours requirements and standards. This is an essential role in supporting people in Cornwall to return to or remain in their homes and to be as safe and independent as possible with the support of our community care services.

What you’ll be doing:

• Provide out of hours cover on a predetermined rota basis
• Ensure staff sickness/absence is covered and recorded
• Be accessible to staff and service users
• Accept and process referrals received outside of usual office hours
• Provide advice, guidance and support to service users and staff when contacted for assistance
• Follow Corserv Care’s policies and procedures by reporting any relevant incident to the out of hours manager
• Be first point of contact if a major incident or safeguarding occurs
• Ensure all decisions and actions are recorded and reported to the relevant teams

In addition, the out of hours team must be contacted if any of the following events occur and such events should be escalated to the out of hours manager:

• Death or serious injury/illness of a service user or member of staff
• Safeguarding concerns
• A service user requires urgent, professional medical intervention
• Reportable incidents, illness and infections
• Member of staff acting in breach of their contractual obligations
• Accepting referrals for the Steps team and setting them up on the system when required.

The role will assist in the induction and training of new staff by confirming and demonstrating best practice, shadowing, and generally supporting them with calls and familiarisation with Corserv Care’s policy and procedures.

In addition to basic duty hours, undertake duties of the post at other times in accordance with the reasonable requirements of the Management Team to meet the needs of the service.

Maintain and update own training relevant to the post and take an active part in development review, suggesting areas for learning and development in the coming year; regular supervision with line manager is required.

The post holder must:

• Undertake other duties appropriate to the grading of the post as required.
• Be willing to move between calls handling and administration.
• Carry out duties with regard to the Corserv Care’s Equal Opportunities Policy.
• Undertake training as required.
• Act at all times within the requirements of Health and Safety legislation.

You will need:

• Good knowledge and skills in the use of databases including data input/record keeping
• Good IT skills and ability to learn new software
• Ability to work in a fast-paced environment and meet deadlines
• Ability to remain calm and offer excellent customer service over the telephone
• Flexibility to meet rota patterns and service priorities

The following qualifications and experience are desirable but not essential:

• Previous out of hours experience in a health or social care environment
• Experience in health or social care

Safeguarding: We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a basic DBS check.

To apply: It’s really easy to apply for our roles – simply click on the link below where it says APPLY to create a candidate profile, answer the screening questions and upload a CV.

Corserv Care looks forward to receiving your details and we will respond to your application. Due to the large number of applications we will be viewing applicants daily and may contact you before the closing date to invite you to an interview. We may also close the advert early due to a high volume of interested applicants.

Closing date: Midnight Thursday 5th February 2026.

Thank you for your interest and we look forward to hearing from you soon!