Customer Contact Advisor
7 months ago
**Customer Contact Advisor (Nights)**
- **Salary**: £25,136.58 pro rata
- **Location**: Norse Group Head Office - 280 Fifers Lane, Norwich, NR6 6JA
- **Hours Per Week**: average 21hrs
- **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 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._
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