Out of Hours Call Centre Agent (Fixed-term contract)

Fortem Solutions; Hitchin; Remote; GBP 22,000 - 28,000; Full time

Job summary

A property maintenance company is looking for an Out of Hours Call Centre Agent to join their team on a fixed-term basis. This home-based position involves providing customer service for property maintenance requests. The ideal candidate should have excellent communication skills, a strong customer service background, and the ability to engage effectively with clients. The role offers various benefits including discounted gym memberships and annual pay reviews.

Benefits

Pay review every January

Discounted gym memberships

Colleague referral fee up to £3,000

Dental care

Private healthcare

Cycle-to-work scheme

Mobile phone provider discounts

Qualifications

• Proven track record in customer service and complaint handling.
• Strong verbal and written communication skills.
• Robust understanding of core IT skills.

Responsibilities

• Provide efficient and customer-focused service.
• Be the first point of contact for customer service requests.
• Ensure customer satisfaction remains the highest priority.

Skills

Excellent telephone manner

Excellent communication skills

Experience with various IT systems

Interpersonal skills

Job description

The Role

Fortem Solutions are currently recruiting for an Out of Hours Call Centre Agent to join our Customer First Call Centre team. This is a fixed-term contract for winter cover on a 6-month basis. Working Pattern will be Saturday and Sunday 3pm 11:30pm. The role would be home-based; however we would need you to live close enough to the head office in Hitchin to be able to come in for training or in case of any issues with your equipment.

The Customer

Here at Fortem we are committed to delivering an excellent service to our clients and tenants alike. We have launched a 24/7 innovative Contact Centre that will be the heartbeat of our business and allow us to continuously improve our service. Your commitment, ideas and drive will help shape this service offering.

Duties and Responsibilities

As a Call Centre Agent you will provide an efficient and customer focused service, being the first point of contact for a range of customers with a variety of needs in response to service requests relating to property maintenance, ensuring customer satisfaction remains the highest priority.

What You Will Need

Essential Criteria

• Excellent telephone manner with proven track record of dealing with customer service and complaint handling.
• Excellent communication skills both written and verbal.
• Experience on a variety of systems and a robust understanding of core IT skills.
• Interpersonal skills with the ability to engage people and build strong working relationships at all levels, both in‑house and externally.

Desirable Criteria

• Experience in social housing repairs & maintenance.

Benefits

• Pay review every January
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Other benefits including dental care, private healthcare, cycle‑to‑work scheme, mobile phone provider discounts & more

Who We Are

We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.

We are Investors in People Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.