Customer Contact Advisor Salary: £25,136.58 pro rata Location: Norse Group Head Office - Unity Place, Norwich, NR6 6JA Hours Per Week: 10 Shift Pattern: Sunday 8am - 6.30pm Our Norse Group TFM Division is a leading Facilities Management services provider across Norfolk, specialising in 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 (Unity Place) in Norwich. The contact centre operates 24 hours a day, 365 days a year, with 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. Main Responsibilities Answer, process & resolve all telephone calls and email enquiries efficiently and professionally. Identify and escalate emergencies as required. Enter details of all enquiries onto our bespoke database & update records accordingly. Document all information according to standard operating procedures. Manage lone worker functions and escalate missed calls to the on-call manager. Conduct general administrative duties. Remain flexible to support the business during emergencies or unexpected surges in calls. Skills and Experience Required Knowledge of Microsoft Office & computer literacy. Understanding of operational workplace methods and practices relevant to Norse. Excellent interpersonal and communication skills. Confident and assertive customer service skills with discretion. Organised and adaptable with excellent problem-solving skills. Ability to work under pressure with accuracy and attention to detail. Decisive with the ability to take initiative. Ability to work independently and as part of a team. Our Offer All employees benefit from a company pension scheme, annual leave allowance, and local benefits along with opportunities for progression and development within a national organisation. We are committed to employment practices that encourage diversity, promote equality, and eliminate discrimination. We reserve the right to close this vacancy once we have received sufficient applications. If you have not been contacted within two weeks of the closing date, please assume your application has not been successful.