Contact Centre Agent

1 day ago

Chelmsford, United Kingdom PINNACLE GROUP Full time

innacle 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 complementaryemployment 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 ofcustomer service.

**The Role**

We are currently recruiting for Weekend Contact Centre staff for 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 suchas boiler, gas or electric.

**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

This position is working within our out of hours service and we need people that are available to work every weekend, Saturdays and Sundays, starting at 2p,/3pm and working until 11pm/12am. Please bare this in mind before applying.

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