Out of Hours Consultant (Hybrid)

📍 Location: Luton (Hybrid - office attendance required on set days, with flexibility to work from home)

🕒 Hours:

• Monday-Friday: 04:00-09:00 and/or 17:00-00:00
• Weekends: 04:00-00:00 (rota basis)

About the Role

We are looking for a proactive and customer-focused Out of Hours Consultant to join our team. This is a key role ensuring seamless service delivery to our clients and candidates outside of standard business hours.

You will be the first point of contact for urgent staffing needs, managing last-minute requirements, supporting workers, and maintaining service excellence during evenings, early mornings, and weekends.

Working in a hybrid model, you'll split your time between home and our Luton office on designated days, collaborating closely with the wider recruitment and on-call teams.

Key Responsibilities

Client & Candidate Support

• Deliver prompt, professional support to clients and candidates out of hours
• Respond to urgent staffing requests and ensure shifts are filled efficiently
• Communicate updates to candidates regarding shifts, availability, and changes

Managing Recruitment Needs

• Coordinate and fulfil urgent temporary staffing requirements
• Manage last-minute bookings and changes with accuracy and urgency
• Work closely with recruitment teams to ensure effective placements

Issue Resolution

• Handle and resolve issues relating to attendance, availability, or client concerns
• Escalate more complex problems where required
• Maintain a calm and solution-focused approach under pressure

Reporting & Administration

• Accurately record all out-of-hours activity, including calls, placements, and issues
• Produce reports on staffing performance and challenges
• Ensure all systems are updated in real time

Collaboration

• Work closely with the On-Call and day teams for smooth handovers
• Share key updates to ensure continuity of service

What We're Looking For

• Previous experience in administration or customer service
• Strong communication and interpersonal skills
• Excellent attention to detail
• Ability to multi-task and prioritise in a fast-paced environment
• Confident working independently and following processes
• Positive, enthusiastic, and team-oriented approach
• Comfortable working towards and achieving KPIs

Key Performance Indicators

• Booking fill rate
• Call answer rate
• Increase in hours filled
• System accuracy (e.g. job data)
• Adoption of internal technology
• Delivery against agreed operational targets

Why Join Us?

• Hybrid working model offering flexibility
• Opportunity to play a critical role in a fast-paced, supportive team
• Training and development provided
• Be part of a business committed to high standards and delivering excellent service

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.