About the Role

We're currently recruiting a Night Customer Service Advisor to support one of our clients based in Rossendale. This role is based on a small, friendly contact centre and involves taking inbound calls from customers who require immediate support—often in urgent or potentially life-threatening situations.

Our client provides critical assistance to a wide range of individuals, many of whom rely on swift and compassionate responses during times of crisis.

What You'll Be Doing

As a Night Customer Service Advisor, you'll be the first point of contact, answering calls promptly—ideally within three rings. Using a structured script, you'll assess the urgency of each situation and provide calm, clear guidance to the caller.

You could be responding to situations such as:

A triggered fire alarm requiring you to contact emergency services

A caller who has experienced a fall and activated an emergency device

Each call will vary, but your role remains the same: to listen, assess, and take appropriate action with empathy and professionalism.

Key responsibilities include:

Handle sensitive and emotionally charged calls from elderly or vulnerable individuals

Remain calm and composed under pressure

Use the client's Technology Enabled Care (TEC) system to identify issues and provide outstanding service

Tailor your communication style to each caller's needs

Collaborate with various internal stakeholders to support service delivery

Accurately record details and actions taken during and after each call

What We're Looking For

We're seeking compassionate, reliable individuals who thrive in high-pressure situations and can communicate with clarity and empathy over the phone.

Ideal Experience:

NHS or healthcare helplines

Crisis or bereavement counselling

Citizens Advice or social support roles

Housing, drug, alcohol, or mental health support services

Essential Skills & Requirements:

Calm and empathetic telephone manner

Excellent communication and listening skills

Basic computer literacy and accurate data entry

Resilience and professionalism in urgent or emotional situations

GCSEs in English and Maths (grade C or above, or equivalent)

Cultural awareness and empathy

Ability to manage time and workload independently

Comfortable working across multiple systems

Minimum of 1 years' experience in a public, healthcare, TEC, or service-based role

Standard DBS check required

What We Offer

Fully paid 5-week training programme- working 8am - 4pm

£12.67 per hour 

Working night shift 5pm - - 12midnight - 4 on 4 off 

Friendly, supportive team environment

Meaningful, people-first work that makes a real impact

Fixed shifts to support work/life balance

On-site role with opportunities for personal and professional growth

If you're someone who can offer reassurance, stay calm in a crisis, and take meaningful action—you could be the difference someone needs in their most vulnerable moment.

I'd love to hear from you.

Please call Adele (phone number removed) or email your CV to (url removed)