Senior Night-Shift Customer Service Lead (24/7)

Pinnacle Group Limited; Chelmsford; On-site; GBP 23,000 - 28,000; 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

Sick Pay Schemes

Personal Development Plans

Company Car/Car Allowance

Electric Vehicle Scheme

Job summary

Pinnacle Group is seeking a Senior Customer Service Advisor to join our 24/7 Connect team in Chelmsford. You will lead a team of contact centre agents, ensuring service levels and quality standards while coaching and guiding staff.

The role includes night shifts (10pm–8am), a 6‑month fixed term with potential for permanency, and involvement in incident management and process improvements. We require experience in contact centres, strong coaching ability, high resilience, and excellent problem

Qualifications

• Experience in a contact centre or customer service environment.
• Willing to work night shifts.
• Experience handling escalated customer issues.
• Able to coach and support colleagues.
• Good problem-solving and decision-making skills.
• Strong organisational and time management abilities.
• Proficiency in Microsoft Office and customer management systems.
• Customer-focused mindset.
• Positive and resilient attitude.
• Strong attention to detail.
• Ability to remain calm under pressure.
• Team player with leadership potential.

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

Contact centre experience

Night shifts

Escalation handling

Coaching & mentoring

Problem solving

Time management

MS Office / CRM

Customer focused

Resilience

Attention to detail

Calm under pressure

Leadership potential

Tools

CRM systems

Microsoft Office

Job description

Pinnacle Group is seeking a Senior Customer Service Advisor to join our 24/7 Connect team in Chelmsford. You will lead a team of contact centre agents, ensuring service levels and quality standards while coaching and guiding staff.

The role includes night shifts (10pm–8am), a 6‑month fixed term with potential for permanency, and involvement in incident management and process improvements. We require experience in contact centres, strong coaching ability, high resilience, and excellent problem