Out of Hours Contact Centre Agent

Sureserve; South Shields; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Competitive salary

Pension scheme

Life assurance

28 days annual leave incl. bank hols

Enhanced family leave policies

Sureserve Benefits Hub

Virtual GP service

EAP

Bike2Work

Home & Electronics salary sacrifice

Job summary

Sureserve is seeking a part-time Out of Hours Contact Centre Agent to act as the main contact for servicing and maintenance during out-of-hours. You will answer inbound calls from customers and engineers, delivering excellent customer service and updating the internal systems.

The role offers a 3 on 3 off shift pattern with 5pm–8:30pm Monday to Friday and 8am–10pm on weekends, plus a range of employee benefits and a supportive team environment.

Qualifications

• Previous administrative experience, preferably from a social housing/construction background.
• Able to provide a high level of courteous, professional customer service.
• Proficient in MS Office, in particular, Outlook and Excel.
• Good written and verbal communication skills.
• Flexible attitude with strong organisational skills.
• Due to location, it is preferred that the successful candidate holds a full UK driving license.

Responsibilities

• Act as the main point of customer contact for servicing and responsive maintenance during out-of-hours periods.
• Answer inbound calls from customers and engineers, providing customer excellence, and ensuring that our internal system is updated accordingly.

Skills

Administrative experience

Customer service

MS Office

Written communication

Verbal communication

Flexible/Organised

Driving license

Tools

Outlook

Excel

MS Office

Job description

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices.

Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.

Role We are looking for part-time employees to work a 3 on 3 off shift pattern. The weekly working hours will be 10 to 15 hours a week, covering the hours of 5pm to 8.30pm Monday to Friday and 5-hour shifts between the hours of 8am and 10pm Saturday and Sundays.

The role of our Out of Hours Contact Centre Agent is to act as the main point of customer contact for servicing and responsive maintenance during out-of-hours periods. You will answer inbound calls from our customers and engineers, providing customer excellence, and ensuring that our internal system is updated accordingly.

The successful candidate will have

• Previous administrative experience, preferably from a social housing/construction background

• Able to provide a high level of courteous, professional customer service

• Proficient in MS Office, in particular, Outlook and Excel

• Good written and verbal communication skills

• Flexible attitude with strong organisational skills

• Due to location, it is preferred that the successful candidate holds a full UK driving license

What we can offer you We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• Competitive salary

• Contributory Pension scheme

• Life assurance

• 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days

• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.

In addition, the role offers:

• Sureserve Benefits Hub, accessing over 1000’s retail discounts

• Virtual GP service, 24/7, 365 days, available for employees and your immediate family

• Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family

• Bike2Work scheme

• Home & Electronics – salary sacrifice purchase scheme

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status

Reasonable adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail]

Pre-employment checks

Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks