Job Description

Reporting Group:
RMG
RMG
RMG is growing, and our 24/7 Customer Service Centre has exciting opportunities for Night Shift Customer Service Advisors to join our supportive team based in Northwich.
As a Night Shift Customer Service Advisor, you'll become the voice of RMG during our Out of Hours service. You'll be confident handling a variety of customer queries, including emergency situations, and providing calm, professional support. You'll also respond to emails and carry out administrative tasks, making this a varied and rewarding role.
What will I be doing day to day?

• Respond to inbound customer contacts (primarily phone and email) during the night shift, providing advice, guidance and solutions to meet customer needs.
• Handle emergency calls with professionalism and empathy.
• Accurately record all customer interactions on our system.
• Process documentation resulting from customer contacts, ensuring information is passed to colleagues for action.
• Respond to outstanding customer queries via email when not on calls.

What hours will I be working?
Our Customer Service Centre operates 24/7 including weekends. You'll work 28 hours per week - 3 nights on / 3 nights off, on an 8 hour shift between 8pm and 8am.
Your induction period (approx. 4 weeks) will be on day shifts, with a dedicated buddy to support you. Once training is complete, you'll move to your night shift pattern, with continued support from your buddy and Team Leader.
What are we looking for from you?
We're looking for self-motivated people with a positive attitude and strong admin skills. Previous customer service experience is beneficial but not essential - we value the right attitude and a willingness to learn.
Ideally, you'll have:

• First-class customer service and admin skills
• Excellent listening and communication skills (written and verbal)
• The ability to remain calm and professional in emergency situations
• Confidence to carry out instructions quickly and accurately
• Good organisational skills and the ability to work to deadlines
• Working knowledge of Outlook, Excel and Word

What does RMG have to offer our Contact Centre Customer Service Advisors?

• 27 days holiday plus Bank Holidays
• Free onsite parking Free onsite parking
• Potential to earn Bonus
• Fantastic reward and recognition scheme that recognizes exceptional customer service
• Career Development and extensive opportunities to progress
• Themed events are held throughout the year, fun, games and incentives galore
• Free Healthcare cashback Plan (re-claiming for things like optical treatment dental care, physiotherapy and GP Charges - plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services amongst other support and advice lines including mental health and financial support
• Access to many discounts and money saving schemes including smart tech and cycle-to-work incentives
• A comprehensive induction / training period - so you know you will be confident when speaking with customers
• Dedicated Team Leader support

What's next?
If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team
If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk.
Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.
If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.
If you are a recruitment agency please note we operate a PSL and do not take cold calls
At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.
We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.
By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.
Armed Forces - We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.
Disability Confident - We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.
Neurodivergent - Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn't allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.

Skills Required