Customer Service Advisor

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
• £12.67 per hour 
• Working night shift 5pm - 11pm or 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 or email your CV to