Customer Contact Advisor (nights)

Salary: £25,136.58 pro rata

Location: Norse Group Head Office - Unity Place, Norwich, NR6 6JA

Hours Per Week: 21

Shift Pattern: Monday to Sunday: 19:00 to 07:00, (2 nights on, followed by 6 Shifts off rotation)

Our Norse Group TFM Division are a lead Facilities Management services provider across Norfolk, specialising in a range of Soft and Hard TFM services on behalf of Norfolk County Council. We are seeking a Contact Centre Advisor to provide customer service support within the Facilities Management division based at our Head Office (Unity Place) in Norwich.

The contact centre operates 24 hours a day, 365 days a year and the main objective being to provide 24/7 customer contact support to all clients, from both residential and commercial properties across all divisions within the TFM Contract.

The main responsibilities are:

•  To work 12 hours nights shifts, from 7pm to 7am, 2 nights on, 6 nights off
• Answer, process & resolve all telephone calls and email enquires in an efficient, professional, clear and concise manner
• Identify the eligibility of an emergency and escalate as a call out as and when required
• Enter details of all enquires onto our bespoke database & update records accordingly
• Document all information according to standard operating procedures and follow instructions
• Manage lone worker functions ensuring any missed calls are escalated to the on-call manager
• Conduct general administrative duties
• A feature of this role is the flexibility to be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surge of incoming calls as well as covering bank holidays, Christmas, annual leave, sickness & weekends.

Skills and Experience required:

• Knowledge of Microsoft Office & are computer literate
• Understanding of operational workplace methods and practices relevant to Norse
• Excellent interpersonal and communication skills with a professional and polite manner
• Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
• Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
• Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
• Decisive with the ability to take proactive action and act on own initiative
• Ability to lone-work but also support and work as part of a team

Our Offer:

All of our employees benefit from our company pension scheme and annual leave allowance, and this will be combined with a number of local benefits and the opportunity for progression and development within a national organisation.

We are committed to employment practices and behaviours which encourage diversity, promote equality of treatment and eliminate unlawful and or unfair discrimination.

We reserve the right to close this vacancy once we have received sufficient applications. If you have not been contacted within two weeks of the closing date, please assume that your application has not been successful and will not be progressed to the next stage.