Out of Hours Customer Service Advisor - Full Time (Evenings & Weekends)

This role as an Out of Hours Customer Services Officer involves taking calls on behalf of Local Authority and Housing Association clients, assisting service users and residents in resolving their problems. The successful candidate will need to have a flexible approach to working hours as part of an Out of Hours team. Experience in handling calls for emergency repairs or social care is desirable, along with excellent customer service skills and the ability to handle distressed callers. The main duties include accurately recording and maintaining information, making assessments based on provided information, escalating appropriate calls, and adhering to GDPR guidelines.

• Taking a variety of calls on behalf of several Local Authority and Housing Association clients
• Assisting service users and residents in identifying and resolving problems
• Signposting customers to external agencies
• Proactively finding resolutions for residents within supported Boroughs
• Working as part of an Out of Hours team with flexible working hours
• Working from offices in Rochdale
• Working as part of a 7-week rotational shift pattern covering Monday to Sunday from 5pm to 1am
• Desirable to have experience handling calls for a local authority or understanding of housing/social care
• Desirable to have experience in handling emergency calls and triage
• Office administration experience
• Experience dealing with vulnerable/distressed callers in emergency situations
• Maintaining a high standard of customer service professionalism under tense scenarios
• Literacy and numeracy skills
• Computer literacy, ability to use multiple remote desktops and platforms
• Producing reports using Dynamics 365 package, Excel spreadsheets, and database applications
• Interpersonal, organizational, and administrative skills
• Ability to organize and prioritize workload in a fast-paced environment
• Ability to investigate complex queries and follow set procedures
• Ability and willingness to take a proactive approach to work and training needs
• Ability to monitor own workload and process accurate information
• Commitment to equalities and the promotion of diversity
• Polite and professional sounding tone, ability to progress client's needs while remaining impartial and professional
• Ability and willingness to self-develop
• Knowledge of services provided by Agilisys OOH's and the team
• Knowledge of a range of IT systems
• Awareness of Data Protection and confidentiality issues
• Essential qualifications or skills required: Verbal Communication & Telephony Skills, Listening, Data Entry Skills, People Skills, Customer Service, Attention to Detail, Professionalism & Multi-tasking
• Accurately recording and maintaining information using multiple systems/databases
• Working unsupervised and being accountable for all actions
• Making assessments based on information provided at first point of contact
• Escalating appropriate calls to specialists or Team Leaders
• Maintaining awareness of procedural changes
• Understanding and adhering to GDPR when exchanging information
• Utilizing appropriate IT systems and processes to manage and record customer contacts and ensure appropriate information

• Starting salary of £21,800, rising to £24,500 per annum
• Taking a variety of calls on behalf of Local Authority and Housing Association clients
• Assisting service users and residents in identifying and resolving problems
• Signposting customers to external agencies
• Proactively finding resolutions for residents within supported Boroughs
• Working as part of an Out of Hours team
• Flexible approach to working hours
• Working from offices in Rochdale
• 7-week rotational shift pattern covering Monday to Sunday from 5pm to 1am
• Desirable to have experience handling calls for a local authority or understanding of housing/social care
• Desirable to have experience in handling emergency calls and triage
• Office administration experience
• Experience dealing with vulnerable/distressed callers in emergency situations
• Excellence in maintaining a high standard of customer service professionalism
• Literacy and numeracy skills
• Computer literacy, ability to use multiple remote desktops and platforms
• Producing reports using Dynamics 365 package, Excel spreadsheets, and database applications
• Interpersonal, organizational, and administrative skills
• Ability to organize and prioritize workload in a fast-paced environment
• Ability to investigate complex queries and follow set procedures
• Ability and willingness to take a proactive approach to work and training needs
• Ability to monitor own workload and process accurate information
• Commitment to equalities and promotion of diversity
• Polite and professional sounding tone
• Ability and willingness to self-develop
• Knowledge of services provided by Agilisys OOH's and team
• Knowledge of a range of IT systems
• Awareness of Data Protection and confidentiality issues
• Verbal communication and telephony skills
• Listening skills
• Data entry skills
• People skills
• Customer service skills
• Attention to detail
• Professionalism
• Multi-tasking skills
• Accurately recording and maintaining information using multiple systems/databases
• Ability to work unsupervised and be accountable for actions
• Using training to make assessments based on information provided
• Escalating appropriate calls to specialists or Team Leaders
• Maintaining awareness of procedural changes
• Understanding of GDPR and adherence to information exchange
• Utilizing appropriate IT systems and processes to manage and record customer contacts

• Pension Scheme
• Health Insurance
• Being an Employee Owner as part of the EOT
• Life Assurance
• Flexible working
• Access to exclusive discounts and offers with a variety of retail providers through Agilisys "Perks at Work" scheme.