Customer Contact Advisor (Sundays)

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

£26,438.07 pro rata

Sunday -10am - 6.30pm

The Customer Contact Centre operates 24 hrs a day, 365 days a year. We provide 24/7 support to all our clients Nationwide, from both residential and commercial properties.

The main responsibilities are:

• Answer, process & resolve all telephone calls and email enquires in an efficient, professional, clear and concise manner
• Identify the eligibility of an emergency and upscale as a call out as and when required
• Enter details of all enquires 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
• A feature of this role is the flexibility to be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surge of incoming calls as well as covering bank holidays, Christmas, annual leave, sickness & weekends.

Skills and Experience required are:

• Knowledge of Microsoft Office & are computer literate
• Understanding of operational workplace methods and practices relevant to Norse
• Excellent interpersonal and communication skills with a professional and polite manner
• Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
• Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
• Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
• Decisive with the ability to take proactive action and act on own initiative

We are committed to employment practices and behaviours which 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.