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 durin