Out-of-Hours Service Agent

Job Description 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.