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Contact Centre Agent

1 month ago

Chelmsford, United Kingdom Pinnacle Group Full time

**Contact Centre Agent (Night Shift) **(T259)****:
**Overview**:
**Ref**:
T259

**Salary**:
£13 - £13/hour

**Location**:

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

**Contract Type**:
Permanent

**Posted**:
26 July 2023

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**

We are currently recruiting for Contact Centre to work on the night shift at our busy out of hours call centre in Chelmsford.

This is a fantastic opportunity to gain extensive knowledge of housing management and customer service. You will be responsible for taking calls from residents of housing estates and local councils who require maintenance or are having housing issues such as boiler, gas or electric. The main responsibility of a call centre agent is to prioritise emergency and vulnerable callers and non-emergency calls.

This is a night shift position and the shifts hours are 5pm to 3am and 10pm to 8am on a 4 nights on, 4 nights off rota.

**Duties/Key Responsibilities**
- Dealing with incoming calls from tenants regarding service related issues.
- Liaising with engineers to arrange emergency repairs.
- Logging calls accurately to ensure a swift response from the on call teams.
- Logging calls on the computer system.
- Passing any complaints and issues to the shift supervisor.

All new agents are given a full intensive training course before starting. This role will involve **NO SALES CALLS.**

**Skills Required**:

- Good spoken and written English
- Be able to manage difficult calls
- Be resilient
- Be computer savvy
- Have excellent customer service skills
- Be proactive and self-driven
- Previous experience in a call centre would be advantageous however full training will be given

**Contact information**:
TFConnect Mock

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