[Hiring] Out of Hours Contact Centre Advisor @ECL

Role Description

Join ECL's Contact Centre team and make a real difference every day. As the first point of contact for customers, you'll provide friendly, professional support, helping people access the services they need while delivering an outstanding customer experience. This is a varied and rewarding role where you'll work across multiple services, develop a broad range of skills, and receive full training to become a valued member of our multi-skilled team.

Key Responsibilities

• Respond to customer enquiries and referrals by phone and email.
• Deliver compassionate, high-quality customer service.
• Process referrals and update customer records accurately.
• Manage shared inboxes and high-volume enquiries.
• Signpost customers to relevant ECL and external services.
• Monitor care calls and provide operational support to regional teams.
• Support frontline care colleagues and lone-worker safety.
• Contribute to continuous service improvement.

Qualifications

• Previous Customer Service experience.
• Experience of administrative work in an office environment.
• Excellent written and verbal communication skills.
• Confidence to deal with a variety of customer situations.
• Great computer skills, including Microsoft Outlook, Excel, and Word.
• Problem solving and decision-making skills.
• Accuracy / Attention to detail.
• Ability to work methodically both independently and as part of a team.
• Strong written and verbal communication skills.
• Clear and effective telephone manner.

Requirements

• Excellent communication and customer service skills.
• Strong IT skills and attention to detail.
• A proactive, flexible, and team-focused approach.

Benefits

• 55p paid per mile tax-free.
• Up to 32 days annual leave a year (inclusive of bank holidays).
• Fully paid induction and training with ongoing support.
• Career development opportunities with access to paid for qualifications.
• Annual salary reviews.
• Annual performance-related bonus.
• Company smart phone provided.
• Enhanced DBS and renewals paid for by ECL.
• Company pension - Enhanced contributory NEST scheme - we contribute up to 6%.
• Healthcare support scheme via Healthshield paid for by ECL.
• Employee Loyalty Scheme with long service awards.
• Employee referral program - £350 for referring a friend.
• Employee Assistance Programme available 24/7.
• Access to Blue Light Card.
• Mental health first aiders in every service.
• Reimbursement of professional membership related to your role.