24/7 Customer Support Specialist

Norse Group; Norwich; On-site; GBP 24,000 - 29,000; Full time

Job summary

Norse Group is hiring for a Customer Contact Centre representative to handle inbound calls and emails from residential and commercial clients. The role covers 24/7 support and involves logging enquiries on our bespoke database, with duties including documenting information and escalating emergencies when needed.

The shift pattern includes Sundays 10am–6.30pm, and the position operates pro rata with a salary of £26,438.07.

Qualifications

• Microsoft Office proficiency and general computer literacy.
• Understanding of Norse's operational workplace methods.
• Excellent interpersonal and professional communication.
• Strong customer service skills with discretion and confidentiality.
• Organised, pragmatic and able to solve problems.
• Ability to work under pressure with high accuracy.
• Decisive and proactive, able to use own initiative.

Responsibilities

• Answer, process & resolve calls and emails efficiently and professionally.
• Identify emergency eligibility and upscale to call out when required.
• Enter enquiry details into the bespoke database and update records.
• Document information per SOPs and follow instructions.
• Manage lone worker functions and escalate missed calls to the on-call manager.
• Conduct general administrative duties.
• Be available to support the business 24/7 for severe weather or surge situations and on holidays.

Skills

Microsoft Office

Communication skills

Organisation

Problem solving

Work under pressure

Initiative

Job description

Norse Group is hiring for a Customer Contact Centre representative to handle inbound calls and emails from residential and commercial clients. The role covers 24/7 support and involves logging enquiries on our bespoke database, with duties including documenting information and escalating emergencies when needed.

The shift pattern includes Sundays 10am–6.30pm, and the position operates pro rata with a salary of £26,438.07.