Weekend Contact Centre Agent

Job Introduction

Pinnacle Group are looking for new, skilled Call Centre Operatives to provide exceptional customer service and support. You will be joining our team of Contact Centre Agents based in Chelmsford.

Pinnacle Connect is our national 24/7 contact centre, supporting over 50 clients including Housing Associations and Local Authorities. It helps around 25,000 customers each month with repairs, emergencies and service queries. With fast response times and a dedicated team, Connect plays a key role in delivering excellent customer service across Pinnacle Group.

Your responsibilities will include handling inbound and outbound calls from housing tenants when they have issues with gas, heating, electricity and other general repairs emergencies, resolving customer inquiries, and providing accurate information about our services.

You will need excellent communication skills, a friendly demeanour, and the ability to work efficiently under pressure. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

This is a weekend only position for 20 hours per week where the suitable candidate will be required to work both Saturdays and Sundays. You will work the below hours on a two week rota basis -

• Week 1 - 8am to 6.30pm
• Week 2 - 12pm to 10.30pm

This will on a fixed term contract until the end of March 2026.

Who we are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We're a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who we're looking for

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities will include:

• 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 responsible for dealing with high demand customer contacts and enquiries, predominantly by phone and e-mail. We have particular expertise and experiences in dealing with 'out of hours repair emergencies' in the repairs and maintenance sector.
• 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.

Key Requirements:

• Must be able to work Saturday AND Sunday every week.
• Previous customer service experience.
• Exceptional telephone manner.
• High levels of resilience and motivation to succeed.

Our offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds – particularly from those who represent the communities we serve.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme