Customer Contact Advisor

7 days ago


Norwich, Norfolk, United Kingdom Norse Group LTD Full time

Customer Contact Advisor (Nights)
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Salary: £25,136.58 pro rata

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Location: Norse Group Head Office - 280 Fifers Lane, Norwich, NR6 6JA
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Hours Per Week: average 21hrs
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Shift Pattern: Monday
  • Sunday rotation: 2 nights on, 6 nights off.
19:00 - 07:00


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 located 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:

  • 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 oncall 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 problemsolving 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 lonework 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._

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