Inside Arcus with Louis Peters
At Arcus, we support customers 24/7, 365 days a year, and for every issue that arises outside standard hours, there’s a dedicated UK-based team ready to respond. From burst pipes to security faults, our Out of Hours operation handles a wide range of urgent issues that need rapid resolution. While the work often takes place behind the scenes, it’s critical to keep customer operations running smoothly overnight, over weekends, and during holidays.
Louis Peters, our Operations Manager, shares how his team supports this vital service and what it takes to deliver excellent customer outcomes, no matter the hour.
Louis Peters
Operations Manager
The Out of Hours team is the first point of contact when urgent issues arise after hours. Our job is to act quickly, to stabilise, assess, and respond. Sometimes this means sending an on-call engineer, escalating to a senior technician, or guiding a fix remotely. The range of issues is broad, and the pressure can be intense. Our goal is always to minimise downtime, ensure safety, and reassure customers that help is always available.
My role is to make sure the team has everything they need to succeed. I work alongside schedulers, team leaders, and engineers to keep our processes sharp and to encourage the sharing of knowledge. We rely on technology, and our scheduling platform helps match jobs with the most suitable engineer in real-time. This shortens wait times, increases fix rates, and helps us adapt more intelligently as demand changes.
Supporting our team during nights and weekends comes with unique challenges. We prioritise making sure everyone has immediate access to technical support, clear escalation routes, and instantaneous job updates. Continuous training is essential, as it helps us strengthen our communication, improve fault diagnosis, and develop the ability to remain calm and make confident decisions under pressure.
I began my journey at Arcus in 2018 as a scheduler, moving through several operational roles and completing a Level 3 FM apprenticeship along the way. Currently, I am working towards a Level 4 data analyst qualification. These experiences allow me to appreciate both the realities of the frontline and the larger strategic picture. I have seen how even small operational changes can make a difference nationwide.
What makes this team special is the sense of responsibility and trust. They know they’re the ones picking up the phone when something urgent happens. It’s not always easy, but it’s rewarding. They’re the backbone of our 24/7/365 promise, and I’m proud to support them.
