Senior Night-Shift Customer Experience Leader

Pinnacle Group Limited; Chelmsford; On-site; GBP 26,000 - 34,000; Part time

Benefits offered by this job

Pension plan

Employee discounts

Job summary

Pinnacle Group is seeking a Senior Customer Service Advisor to join our Chelmsford contact centre team on nights. You will lead by example, handling high‑level enquiries and coaching peers to deliver fast, accurate service across multiple channels.

The role sits within Pinnacle Connect, our 24/7 operation, supporting housing associations and local authorities. You will monitor performance, mentor agents, manage escalations, and help maintain service levels and quality.

Qualifications

• Previous experience within a contact centre or customer service environment.
• Must be flexible and able to work nights.
• Experience handling escalated customer issues.
• Ability to coach and support colleagues.
• Good problem-solving and decision-making skills.
• Strong organisational and time management abilities.

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 wherever 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 managing workload distribution.
• Identify trends, recurring issues, and service improvement opportunities.
• Assist with incident management and service recovery activities.
• Provide support, mentoring, and guidance to Contact Centre Advisors.
• Assist with onboarding and training of new employees.
• Carry out side-by-side coaching and performance support sessions.
• Act as a role model for company values and expected behaviours.
• Ensure compliance with company policies and regulatory requirements.
• Promote adherence to processes and service standards.
• Escalate risks, complaints, and safeguarding concerns appropriately.
• Support implementation of new processes and systems.
• Contribute to service improvement projects.

Skills

Coaching

Leadership potential

Customer service

Problem solving

Time management

CRM systems

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Pinnacle Group is seeking a Senior Customer Service Advisor to join our Chelmsford contact centre team on nights. You will lead by example, handling high‑level enquiries and coaching peers to deliver fast, accurate service across multiple channels.

The role sits within Pinnacle Connect, our 24/7 operation, supporting housing associations and local authorities. You will monitor performance, mentor agents, manage escalations, and help maintain service levels and quality.