Contact Centre Agent

4 weeks ago

Chelmsford, United Kingdom Pinnacle Group Full time

**Contact Centre Agent (Nights) **(3528)****:
**Overview**:
**Ref**:
3528

**Salary**:
£11.45 - £11.45/hour

**Location**:

- United Kingdom - England - East of England - Essex - Chelmsford

**Contract Type**:
Permanent

**Posted**:
22 March 2024

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

**The Role - Customer Service Agent (Night Shift)**

As a Customer Service Agent, you'll be taking inbound calls from customers reporting repairs and providing an excellent customer experience on every call. You will be trained to provide technical advice to residents to help diagnose faults and you’ll be expected to provide a helpful and professional service.

We are looking for a new agent to work nights. Hours will be 10pm to 8am, 4 nights on, 4 nights off.

**Duties/Key Responsibilites**
- You’ll be answering enquiries, updating notes onto systems, dealing with emergencies, and booking appointments, where a trained engineer is required to carry out the repair.
- You will make sure customers feel like the number one priority and ensure they are fully informed throughout the repairs process.
- You will be first point of contact for our clients including Social Housing and Council customers and your duties will include updating relevant notes onto systems, diagnosing repair requests, dealing with emergencies, and signposting.
- You will work in a performance management driven culture, with SMART objectives linked to the overall Connect key performance indicators and Pinnacle values.
- You will be an ambassador for excellent customer service standards, taking ownership for resolving each customer enquiry.
- You will ensure a high-quality service Is provided to customers in line with the Pinnacle values, behaviours, and corporate standards.
- You will quickly understand customer requirements and resolve these in an efficient manner, delivering an excellent customer experience.

To succeed in this role, you don't need to be an expert in building repair or maintenance, we're looking for great communicators with a pro-active approach, resilience, and high attention to detail. Whether you're relatively new to working in a contact centre, or a seasoned pro, we'll help you reach your potential.

**Skills Required**:
In this rewarding role, we’ll support you to use your expertise and commitment to customer service in helping our customers. We’d love to hear from you if you have the following skills:

- Previous customer service experience is essential for this role.
- High level of resilience & motivation to succeed.
- Results driven and love to smash a target
- Strong link to our values of respect, involve, trust, challenge and deliver excellence.
- Good literacy skills and a professional phone manner.
- Confident and outgoing personality.
- Providing exceptional customer service on the telephone.
- Ability to multitask and work under time pressure.
- Taking ownership of, and creatively solving problems.
- Team player who thrives in a fast-paced, high-functioning team and collaborates well with other team members to provide a positive customer experience.

**Contact information**:
TFConnect Mock

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