Description review
Out-of-Hours Service Agent
Easy Outsource · United States · back to the listing
HR standards
68/100
needs work
Title ↔ description
75/100
solid
Reads as
Customer Support
97% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
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What the listing never says
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
This is a remote position.
Role Summary The Out-of-Hours Service Agent will serve as the first point of contact for Alpha24’s healthcare professionals and clients during evenings, weekends, and holidays. This role is crucial to ensuring uninterrupted service, timely responses to urgent requests, and efficient coordination of last-minute staffing needs.
Requirements
Key Responsibilities
• Respond promptly to inbound calls, messages, and emails from clients and healthcare professionals outside of regular UK business hours.
• Handle urgent shift bookings, cancellations, or amendments with accuracy and urgency.
• Coordinate and dispatch available healthcare staff based on client requirements and availability.
• Log all interactions, shift changes, and incidents accurately into the system (e.g. CRM, scheduling software).
• Escalate complex or critical issues to the designated on-call manager or internal team.
• Provide exceptional customer service while managing high-pressure situations calmly and professionally.
• Follow Alpha24 Healthcare’s standard operating procedures and communication protocols at all times.
Requirements
• Experience in customer service, dispatching, or staffing coordination (preferably within healthcare or recruitment).
• Excellent spoken and written English communication skills.
• Ability to work independently, make sound decisions, and manage priorities in a fast-paced environment.
• Familiarity with CRM or scheduling software (preferred but not required).
• Tech-savvy with reliable internet and a quiet work-from-home setup.
• Willingness to work UK night shifts, weekends, and public holidays.
Preferred Qualifications
• Prior experience in a UK-based healthcare or BPO setting.
• Background in workforce management, emergency handling, or on-call service coordination.
Originally posted on Himalayas
Role Summary The Out-of-Hours Service Agent will serve as the first point of contact for Alpha24’s healthcare professionals and clients during evenings, weekends, and holidays. This role is crucial to ensuring uninterrupted service, timely responses to urgent requests, and efficient coordination of last-minute staffing needs.
Requirements
Key Responsibilities
• Respond promptly to inbound calls, messages, and emails from clients and healthcare professionals outside of regular UK business hours.
• Handle urgent shift bookings, cancellations, or amendments with accuracy and urgency.
• Coordinate and dispatch available healthcare staff based on client requirements and availability.
• Log all interactions, shift changes, and incidents accurately into the system (e.g. CRM, scheduling software).
• Escalate complex or critical issues to the designated on-call manager or internal team.
• Provide exceptional customer service while managing high-pressure situations calmly and professionally.
• Follow Alpha24 Healthcare’s standard operating procedures and communication protocols at all times.
Requirements
• Experience in customer service, dispatching, or staffing coordination (preferably within healthcare or recruitment).
• Excellent spoken and written English communication skills.
• Ability to work independently, make sound decisions, and manage priorities in a fast-paced environment.
• Familiarity with CRM or scheduling software (preferred but not required).
• Tech-savvy with reliable internet and a quiet work-from-home setup.
• Willingness to work UK night shifts, weekends, and public holidays.
Preferred Qualifications
• Prior experience in a UK-based healthcare or BPO setting.
• Background in workforce management, emergency handling, or on-call service coordination.
Originally posted on Himalayas