Full job descriptionOut of Hours Coordinator (Service Desk) – Part Time

Location: Southend-on-Sea
Salary: £26,000 - £ hours per week) + Shift Allowance + On-Call Allowance
Are you a confident communicator who enjoys solving problems and providing excellent customer service? Do you stay calm under pressure and enjoy being the person people can rely on? If so, we’d love to hear from you.
We’re looking for an Out of Hours Coordinator to join our Service Desk team, ensuring customers receive a professional and efficient service outside of normal office hours.
Working Pattern*Friday: 3:00pm - 8:00pm (office based), then on call
*Saturday: 8:00am - 4:00pm (office based), then on call
*Sunday: 8:00am - 4:00pm (office based), then on call
*Monday: 7:00am - 12:00pm (office based)
26 contracted hours per week plus on-call duties.
You’ll be based in the office during your scheduled shifts before moving to on-call from home. While you’ll need to be available during the on-call periods, calls after 8:00pm and before 8:00am are very rare.
We’re also happy to consider a job share or two part-time candidates, and there may be some flexibility around the Friday and Monday hours.
The RoleAs the first point of contact for out-of-hours enquiries, you’ll:
*Answer and manage incoming calls and emails professionally.
*Log, prioritise and coordinate service requests.
*Schedule engineers and contractors where required.
*Keep customers updated on the progress of their requests.
*Escalate urgent issues appropriately.
*Maintain accurate records using internal systems, databases and booking portals.
*Deliver a professional, friendly and efficient service at all times.
About YouWe’re looking for someone who:
*Is confident and professional on the telephone with excellent customer service skills.
*Has relevant office-based customer service, administration or coordination experience.
*Is organised, proactive and able to prioritise a busy workload.
*Remains calm and makes sound decisions under pressure.
*Is IT confident and able to quickly learn new databases, systems and booking portals.
*Can work independently and use their initiative during on-call periods.
If you’ve previously worked in a service desk, helpdesk, scheduling, planning or coordinator role, you’ll likely have the skills we’re looking for, although this isn’t essential. We’re keen to hear from candidates with the right attitude who are confident communicators and quick to learn new systems.
Essential Requirements*A full UK driving licence and access to your own transport is essential, as the office location is not accessible by public transport.
*Ability to participate in the out-of-hours on-call rota.
*Able to attend the offices in Southend
What’s on Offer?*£26,000 - £28,000 salary (26-hour contract).
*Shift allowance.
*On-call allowance.
*A supportive and friendly team environment.
*A varied role where every shift is different.
*Flexible working options, including the possibility of a job share.

We look forward to hearing from you!