Are you calm under pressure and skilled at helping others in critical situations? At HGS, our Customer Service Advisors are the first point of contact for the Defence Solicitor Call Centre (DSCC) which is a vital 24/7 service that connects people in police custody with legal support. You’ll handle inbound and outbound calls from law enforcement, log essential case details, and ensure every detainee gets the right legal representation quickly and efficiently. This is a home-based, night-shift position where precision, empathy, and professionalism make a real impact. You’ll work fully remotely, with shifts between 20:00-08:00am. working a 4-days-on, 4-days-off shift rotation over eight weeks, totalling 37.5 hours per week.  

HGS Champions a Coaching Culture: HGS is dedicated to fostering a culture of coaching where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential, with support from colleagues, managers, and mentors, through feedback, mentorship, and diverse learning opportunities. If you are passionate about growth, both for yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration. 

Why choose us?  

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future! 

Plus, working with HGS comes with benefits like: 

• £13.13 per hour  

• Fully remote working 

• Refer-A-Friend bonuses 

• Employee assistance programs 

• 28 days holiday, inclusive of bank holidays 

• Development opportunities 

• People-focused environment where you’ll make lifetime connections and friendships 

• Access to HGS Ignite, our dynamic employee benefits program, offering you personalized wellness and financial perks to enhance your career and personal journey. 

What we are looking for:  

• Do you have strong communication skills and thrive in a fast-paced contact centre environment? 

• Can you remain composed while handling sensitive calls and complex information with accuracy and care? 

• Are you confident using multiple computer systems at once while maintaining data accuracy? 

• Do you take pride in following compliance and quality standards to deliver excellent customer service? 

If this sounds like you, and you’re ready to play a key role in supporting access to justice, we’d love to hear from you. 

Requirements:  

• Previous Customer Service/Contact Centre experience 

• Excellent Communication and Customer Management Skills 

• Experience using Microsoft packages (including Word, excel)  

• Educated to GCSE standard  

• Must be based in England or Wales 

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