Location: Remote - however ideally Wigan based as training and occasional attendance required in the office
Hours: 24 hours per week
Shift Pattern: 2 nights on, 6 nights off (12-hour shifts)
Contract: Permanent, Part Time
Join Our Out-of-Hours Emergency Support Team
At Calisen, we're looking for a reliable and customer-focused Customer Service Advisor to join our overnight emergency support team.
This is an important role that helps keep customers safe and supported outside of normal business hours. You'll be the first point of contact for suppliers and customers calling with emergency metering issues, ensuring calls are handled professionally, information is recorded accurately, and urgent appointments are arranged quickly and efficiently.
If you're confident dealing with customers, remain calm under pressure, and enjoy working independently, we'd love to hear from you.
What You'll Be Doing
As a Customer Service Advisor on nights, you will:
- Handle inbound calls relating to emergency gas and electricity metering situations
- Gather and record accurate information from customers and suppliers
- Book and allocate emergency and maintenance appointments
- Provide advice on the appropriate actions to take in emergency situations
- Liaise with field operatives, managers, schedulers and other business areas to resolve urgent issues
- Manage complaints and escalations where required
- Ensure all procedures and safety processes are followed at all times
- Maintain accurate records and contribute to a positive customer experience
We're looking for someone who can remain calm, professional and customer-focused, even in challenging situations.
Essential-
You'll ideally have:
- Experience working in a fast-paced customer service environment, either face-to-face or over the phone
- Excellent verbal and written communication skills
- Strong listening skills and the ability to empathise with customers
- Confidence making decisions and handling urgent situations
- Good IT skills, including Microsoft Office and email systems
- The ability to work independently during overnight shifts
- A good standard of education, including GCSE English and Maths (or equivalent)
- A reliable, flexible and self-motivated approach
- Contact centre or call centre experience
- Experience handling complaints and escalations
- Previous experience working night shifts
- Experience within the energy, utilities or metering industry
You'll become part of a supportive team delivering an essential service to customers across the UK. This role offers a unique work-life balance with a rota of just two 12-hour night shifts followed by six nights off, making it ideal for those seeking part-time hours with extended time away from work.
Important Information
To Be Successful In This Role, You Must
- Be aged 18 or over
- Live within a commutable distance of Wigan for training and occasional business requirements
- Have the right to work in the UK
- Be able to provide references covering the previous five years
- Pass a basic criminal record check
If you're looking for a rewarding part-time night role where you can make a real difference to customers during emergency situations, we'd love to hear from you. Apply today and join the Calisen team.
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