Senior Public Service Support Advisor – 24/7 Out‑of‑Hours Crisis Management & Advanced Communication Specialist for Community Safety & Emergency Response

Welcome to brighthush – Pioneering Public Service Excellence

In a world where communities demand instant, reliable, and compassionate support, brighthush is redefining how local authorities, emergency services, and community organisations connect with the people they serve. We are more than a technology provider; we are the catalyst behind safer streets, happier residents, and more efficient public service delivery. If you thrive in high‑impact, fast‑paced environments and want to make a tangible difference when it matters most, this role is your calling.

Why brighthush?

At brighthush, we blend empathy, resilience, and forward‑thinking innovation to empower frontline teams. Our solutions are trusted by councils, emergency services, and community organisations across the UK, and our impact is measured in safer streets, informed citizens, and streamlined public service delivery. We champion a culture of inclusion, continuous improvement, and community impact, ensuring every team member feels valued, heard, and empowered.

Role Overview

As a Senior Public Service Support Advisor – 24/7 Out‑of‑Hours Crisis Management & Advanced Communication Specialist, you will be the first point of contact for residents, members of the public, emergency services, contractors, and local authority partners during critical times. Your calm, decisive presence will ensure that urgent and emergency calls are handled with professionalism, accuracy, and compassion. This role is essential to maintaining the safety and well‑being of the communities we serve, and it offers a unique opportunity to make a real difference when it matters most.

Key Responsibilities

• Handle inbound calls for local authority out‑of‑hours services, including urgent and emergency enquiries received outside normal office hours.
• Rapidly assess the nature, priority, and urgency of each call, ensuring that emergency and time‑critical issues are addressed immediately.
• Follow agreed scripts, guidance, escalation routes, and contact procedures for each local authority service area.
• Accurately record all customer details, call information, actions taken, and outcomes using the relevant CRM, call logging system, or manual process.
• Refer or escalates urgent matters to the appropriate duty officer, emergency contact, contractor, or specialist service in line with agreed procedures.
• Support callers who may be vulnerable, distressed, or experiencing emergency situations, using empathy, professionalism, and active listening skills.
• Identify non‑urgent enquiries and signpost callers to daytime services, online services, or the relevant local authority contact route where appropriate.
• Liaise with emergency services, statutory bodies, contractors, and local authority representatives where required.
• Work flexibly across evenings, nights, weekends, bank holidays, and other out‑of‑hours periods as required by the service.

Essential Qualifications

• Previous experience in a customer service, contact centre, call handling, public sector, emergency response, or out‑of‑hours environment.
• Excellent verbal communication skills with a calm, clear, and professional telephone manner.
• Strong active listening skills and the ability to remain composed when dealing with urgent, sensitive, or distressed callers.
• Ability to assess information quickly, follow procedures accurately, and escalates issues appropriately.
• Good attention to detail with the ability to record information clearly and accurately.
• Confidence using computer systems, CRM platforms, telephony systems, and Microsoft Office applications.
• Ability to work independently during out‑of‑hours periods while following agreed guidance and escalation routes.
• A flexible and reliable approach to working shifts, including evenings, nights, weekends, and bank holidays.

Preferred Qualifications

• Experience in a role that required rapid decision‑making under pressure.
• Knowledge of local authority service frameworks and statutory emergency protocols.
• Familiarity with call‑center metrics and quality assurance processes.
• Previous exposure to multi‑channel support (phone, chat, email) in a public service context.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Empathy and emotional intelligence when interacting with distressed or vulnerable callers.
• Strong analytical and problem‑solving abilities.
• Adaptability and resilience in a fast‑paced, high‑pressure environment.
• Team collaboration and the ability to work cross‑functionally with emergency services and local authority partners.
• Proficiency in data entry, CRM usage, and telephony systems.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Customer Service Advisor – Out of Hours, you will:

• Gain exposure to the inner workings of local authority operations and emergency response protocols.
• Develop advanced communication and crisis‑management skills that are highly transferable across public and private sectors.
• Participate in ongoing training programmes, including scenario‑based simulations, compliance updates, and leadership workshops.
• Access mentorship from senior advisors and cross‑departmental experts.
• Explore career pathways into service design, operations management, or specialist emergency response roles within brighthush.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and impact. You will be part of a diverse, collaborative team that values:

• Employee well‑being and work‑life balance, with flexible shift patterns and remote working options.
• Open communication and transparent decision‑making.
• Recognition of individual contributions through performance reviews, peer awards, and public acknowledgements.
• Community engagement initiatives, such as volunteering days and charity partnerships.
• Continuous improvement, where every team member is encouraged to propose ideas that enhance service delivery.

Compensation, Perks & Benefits

While the exact salary will be commensurate with experience, you can expect a competitive base pay of up to £26,227.50 per annum, along with:

• 23 days of holiday (rising to 27 days after a probationary period), with the option to purchase additional leave.
• Paid days off for volunteering with charity partners or causes of your choice.
• Auto‑enrolment into a pension scheme, life assurance, and a cycle‑to‑work scheme.
• Generous parental leave policies, including 15 weeks of fully paid maternity, adoption, and shared parental leave, plus two weeks of paternity pay.
• Access to a range of voluntary benefits, such as retail discounts, health & wellness programmes, travel perks, and technology allowances.
• Participation in Employee Network Groups that celebrate diversity and foster inclusive networking.
• Regular team‑building events, wellness challenges, and mental health support resources.

How to Apply

Ready to make a difference? Click the button below to start your application. Our streamlined process ensures a quick, fair, and transparent assessment of your skills and experience.

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Equal Opportunity & Inclusive Recruitment

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating a barrier‑free recruitment process for all candidates. If you require any adjustments during the application or interview stages, please contact our Talent Acquisition team at [email protected] or call 07784 237318. We will work with you to ensure a supportive experience.

AI‑Enabled Recruitment Transparency

To enhance fairness and efficiency, brighthush employs AI‑assisted tools to organise and assess applications. These tools support our recruitment team but do not replace human judgement. Every application is reviewed by a trained member of our Talent Acquisition team, and all hiring decisions are made by people.

Location & Working Hours

Location: Home‑Based – United Kingdom (UK) Working Pattern: 37.5 hours per week, Monday to Sunday Shift Times: Monday‑Thursday 17:00–09:00, Friday 17:00 to Monday 09:00 (24 hours over the weekend)

Join brighthush – Where Your Impact Matters

At brighthush, your career can take you wherever your ambition leads. You will join a diverse network of talented, forward‑thinking professionals working across a wide range of disciplines and sectors. We are committed to your growth, offering endless opportunities to expand your skills, explore new paths, and advance your career.

Apply now and become part of a team that puts people first, drives innovation, and achieves together.