Out of Hours Consultant - OOH

 

Role Overview

This role is responsible for managing candidate and client requirements during UK night hours. The successful candidate will independently manage the floor during the shift, ensuring calls, bookings, cancellations, and email escalations are handled efficiently and professionally.

Role Requirements

• Shift: Night shift covering 9:00 PM to 7:00 AM UK time

• Key Responsibilities:

  • Answer incoming candidate and client calls.

  • Book candidates into ASAP shifts.

  • Manage shift cancellations and related queries.

  • Handle and resolve email escalations.

  • Book and manage available shifts effectively.

  • Ensure all requests are handled accurately and within the required timelines.

• Call Volume: Approximately 12–20 calls per shift, reflecting the lower call volume during UK night hours.

• Performance Targets: Minimum call-time and booking targets will apply.

• Week Offs: Rotational week offs, which may fall on weekdays or weekends, depending on the rota.

What we are looking for -

The ideal candidate should have:

• Prior customer service experience is preferred.

• Comfortable and willing to work night shifts.

• Strong English communication skills, with the ability to communicate confidently and professionally with candidates and clients.

• Good multitasking and organisational skills.

• Ability to remain calm and professional while handling calls, cancellations, escalations, and urgent booking requirements.

• Immediate joiners are preferred.

Key Selling Points

• Opportunity to work independently in a focused UK-facing role.

• Relatively low call volume due to UK night hours.

• Suitable for candidates with strong customer service and communication skills.

• Exposure to candidate bookings, shift management, and UK operations.

• Clear performance expectations around calls and bookings.

About ICG Medical: ICG Medical is a leading global healthcare recruiter focused on nurses (all specialties), midwives, and home care/healthcare workers. Our company vision is to improve patient care. The DNA makeup of our business stems from our core values: Open, Family, and Passion. One of our main differentiators is that we care. We establish trusting relationships with our connections and each other. We have fun at work and together we remain focused, grounded, and engaged in our service offering. The business is made up of three recognized healthcare recruitment brands that sit underneath the ICG Medical arm. each delivers tailored solutions for our candidates and clients from our offices in the UK, Ireland, India, South Africa, China, Philippines, Australia, Canada, and the USA with more office openings on the horizon.

Join us at ICG Medical and play a pivotal role in shaping the future of healthcare staffing. If you are a strategic thinker, results-oriented leader, and passionate about making a positive impact in the healthcare industry, we want to hear from you! Apply now to be considered for this exciting opportunity.