Night Shift Customer Service Advisor

Job Title: Night Shift Customer Service Advisor
Location: Angel Square (Office-based with some home working)
Contract: Fixed-term until 31st December
Salary: -12.70 - -14.00 per hour

Role Overview

We are seeking a compassionate and resilient Night Shift Customer Service Advisor to support our client. This role involves handling inbound calls from vulnerable customers during sensitive moments, providing empathetic support and guidance. The position also includes administrative responsibilities within a contact centre environment.

Key Responsibilities

• Handle inbound calls from customers with empathy, professionalism, and care
• Support individuals at sensitive and emotional times, ensuring a high level of customer service
• Accurately record customer information and maintain detailed case notes
• Complete associated administrative tasks in line with company procedures
• Work collaboratively within a small team to ensure service levels are maintained
• Adhere to data protection, compliance, and internal policies

Skills & Experience

Essential:

• Previous contact centre or customer service experience

Desirable:

• Experience working night shifts
• Ability to handle sensitive conversations with empathy and professionalism

Key Skills:

• Strong communication and active listening
• Emotional resilience and empathy
• Attention to detail and accuracy
• Ability to manage challenging situations calmly

Shift Pattern & Working Hours

• 4 days on / 4 days off shift pattern
• Working hours: 8:00 PM - 8:00 AM
• Average of 37.5 hours per week (over an 8-week period)
• 10.5-hour shifts per night
• Weekend work included

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.