The Specialist Customer Service Advisor Out of Hours supports the Emergency Duty Team for North Yorkshire and York through a range of shift patterns to provide 24/7 coverage. Shift patterns will include weekends and bank holidays and will be between the hours of 12:00 – 22:00 and 22:00 – 8:00, which may be adjusted to allow an overlap. The intended shift pattern is 4 evenings followed by 4 days rest followed by 4 day shifts. The role includes enhancements for night shifts, weekends, and bank holiday work. This could allow you to earn an £44 additional for each night shift and an additional £30 for each day worked over the weekend. These enhancements would total approximately £4500 annually.

You will ensure appropriate access to more complex services including, but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care. You will be committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. 

You will be equipped to understand how to assess customers against defined eligibility criteria and use high-level communication skills, including listening and building empathy, consultation, and negotiation to ensure positive outcomes for the customer. Where a customer does not meet the criteria, you will signpost to alternative provisions provided by North Yorkshire Council, other statutory agencies or within the community. You will provide appropriate information, advice and guidance as defined by the service area and ensure accurate and defensible recording of all customer contacts and requests using the appropriate databases. 

Mandatory training and induction will be delivered during daytime hours for up to four weeks at County Hall. This will be followed by a period of coaching and development for up to two months which will be delivered out-of-hours and hybrid.  

Hybrid working is available with a number of days required in the office. 

 

• Is organised and has experience in dealing with complex customer needs that may be vulnerable or distressed. 

• Has experience in using client databases and other IT software. 

• Has experience in managing confidential and sensitive information.    

• Has high-level communication skills, including listening and building empathy. 

 

• An understanding of General Data Protection Regulation (GDPR). 

• An understanding of accurate and defensible recording using available technology. 

• An understanding of safeguarding/vulnerability issues.

• An understanding of equality and diversity issues.

• An understanding of the range of social care services. 

 

Further information If you are interested in this role and would like to know more, or would like to discuss the work pattern in more detail the team would very much like to speak to you:

Amy Dodds: amy.dodds@northyorks.gov.uk 

Lesley Cooil: Lesley.cooil@northyorks.gov.uk

Penny Pritchard: penny.prtichard@northyorks.gov.uk 

Tel: 01609 536994 

NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies. 

 

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment. 

 

North Yorkshire Council (NYC) advertise vacancies on behalf of schools and external organisations (third parties) in North Yorkshire. NYC are not responsible for the recruitment/employment practices of third parties and accept no liability in relation to the vacancy and any subsequent recruitment/employment processes. Enquiries regarding the vacancy or practices should be made directly with the third party.