Customer Service Advisor - Out of Hours Full Time

Agilisys Ltd; Rochdale; On-site; GBP 24,000; Full time

Job summary

A leading IT services company in Rochdale is seeking a Customer Service Advisor to work out of hours. The role involves providing exceptional service, managing emergency queries, and updating customer records. The ideal candidate will be customer-focused, possess excellent communication skills, and be able to handle challenging situations. Competitive salary and great benefits included.

Benefits

Competitive salary of £24,000

25 days of annual leave plus Bank Holidays

Contributory pension scheme

Benefits platform catering to various needs

Qualifications

• Excellent interpersonal skills to adapt to customer needs.
• Previous contact center experience managing calls and multitasking.
• Clear, calm communication under pressure.

Responsibilities

• Deliver outstanding customer experiences.
• Manage Out of Hours emergency queries.
• Update customer records accurately.

Skills

Excellent people and communication skills

Ability to multitask

Calm telephone manner

Resilience

Organizational skills

Education

GCSE or equivalent

Tools

Customer Relationship Management (CRM) Systems

Job description

Overview

Customer Service Advisor - Out of Hours Full Time at Agilisys. This role is based in Rochdale and requires working during evenings and weekends as part of an Out of Hours contact centre team.

Responsibilities

• Deliver an outstanding customer experience within a high-performing contact centre.
• Handle a wide variety of Out of Hours queries (e.g., Housing Repairs, Adult and Children’s Services, Street lighting, Noise complaints, Homelessness, Highways, and more).
• Create and update customer records using client systems, ensuring accuracy and efficiency.
• Proactively communicate with customers, providing updates related to their queries.

What we offer

• Competitive salary of £24,000 for a 37.5 hour week plus benefits.
• Full-time hours that fit your lifestyle.
• Generous 25 days of annual leave plus Bank Holidays.
• Contributory pension scheme with employer contributions matching up to 5%.
• Benefits platform designed to cater to diverse needs.

Requirements and qualifications

• Excellent people and communication skills with the ability to adapt to each customer’s needs.
• Experience in a busy contact centre, maintaining accurate notes, multitasking, and meeting KPIs and SLAs.
• Calm, empathetic, clear telephone manner; solutions-focused and able to work independently.
• Resilience to handle challenging situations; strong organisational skills and attention to detail.
• Experience using Customer Relationship Management (CRM) systems is a plus.
• Knowledge of IT systems; awareness of Data Protection and confidentiality issues is essential.

Job details

• Reports to: Team Manager
• Location: On Site – Agilisys No1 Riverside, Rochdale
• Employment type: Full-time
• Seniority level: Entry level
• Industry: IT Services and IT Consulting

This job involves handling calls for Local Authority and Housing Association clients. The successful candidate will help service users and residents solve their problems, direct customers to outside agencies, manage calls about major emergencies, and log emergency repairs. Flexibility with working hours is required for Out of Hours coverage.