Customer Contact Advisor
Shift: Sunday 9am - 5.30pm
Salary: £25,136.58 pro rata
Location: Norse Group Head Office - Unity Place, Norwich, NR6 6JA
Hours Per Week: 8
The Norse Group TFM Division is a leading Facilities Management services provider across Norfolk, specializing 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 in Norwich.
The contact centre operates 24 hours a day, 365 days a year, with the main objective of providing 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 inquiries in an efficient, professional, clear, and concise manner.
* Identify the eligibility of an emergency and escalate as a call out as required.
* Enter details of all inquiries 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.
* Be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surges of incoming calls, as well as covering bank holidays, Christmas, annual leave, sickness & weekends.
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 with a professional and polite manner.
* Strong customer service skills, confident and assertive while maintaining confidentiality, tact, and discretion.
* Organized with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills.
* Ability to work under pressure, prioritizing 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 work independently but also support and work as part of a team.
Our Offer:
All employees benefit from our company pension scheme and annual leave allowance, combined with a number of local benefits and the opportunity for progression and development within a national organization.
We are committed to employment practices and behaviors that encourage diversity, promote equality of treatment, and eliminate unlawful and/or unfair 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 that your application has not been successful and will not be progressed to the next stage.
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