Night-Shift Senior Customer Service Leader

Pinnacle Group; Chelmsford; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Maternity/paternity packages

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Additional Annual Leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Season Ticket Loans

Job summary

Pinnacle Group in Chelmsford is seeking a Senior Customer Service Advisor for night shifts (10pm–8am, 4 nights on, 4 night off). Initially a 6‑month fixed term, with potential for a permanent contract.

You will lead and coach a team of contact centre agents to deliver fast, high‑quality service while maintaining compliance and best practices. The role combines frontline customer service with leadership duties to drive performance and customer satisfaction within Pinnacle Connect, our 24/7

Qualifications

• Previous experience within a contact centre or customer service environment.
• Must be flexible and able to work nights.
• Experience handling escalated customer issues and coaching colleagues.

Responsibilities

• Handle customer enquiries through telephone, email and digital channels.
• Resolve complex customer issues and complaints efficiently.
• Deliver a professional, empathetic, and customer-focused service.
• Ensure customer records are accurately maintained within CRM systems.
• Support the team in achieving first contact resolution where possible.
• Act as the first point of escalation for customer queries.
• Support Shift Managers with day-to-day operational activities.
• Monitor queue volumes and assist in workload distribution.
• Identify trends and service improvement opportunities.
• Assist with incident management and service recovery activities.
• Provide coaching and guidance to Contact Centre Advisors.

Skills

Coaching

Leadership

Customer-focused mindset

Problem-solving

Time management

Team player

Tools

CRM systems

Microsoft Office

Job description

Pinnacle Group in Chelmsford is seeking a Senior Customer Service Advisor for night shifts (10pm–8am, 4 nights on, 4 night off). Initially a 6‑month fixed term, with potential for a permanent contract.

You will lead and coach a team of contact centre agents to deliver fast, high‑quality service while maintaining compliance and best practices. The role combines frontline customer service with leadership duties to drive performance and customer satisfaction within Pinnacle Connect, our 24/7