Customer Contact Advisor
£25,.58 pro rata
28 hours per week, 17:00pm to 01:30am, 4 on, 4 off
The Customer Contact Centre operates 24 hrs a day, days a year. We provide 24/7 support to all our clients Nationwide, from both residential and commercial properties.
The main responsibilities are:
1. To be able to work on a rotation of 4 on, 4 off, working hours are 5pm to 1.30am
2. Answer, process & resolve all telephone calls and email enquires in an efficient, professional, clear and concise manner
3. Identify the eligibility of an emergency and escalate as a call out as and when required
4. Enter details of all enquires onto our bespoke database & update records accordingly
5. Document all information according to standard operating procedures and follow instructions
6. Manage lone worker functions ensuring any missed calls are escalated to the on-call manager
7. Conduct general administrative duties
8. A feature of this role is the flexibility to be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surge of incoming calls as well as covering bank holidays, Christmas, annual leave, sickness & weekends.
Skills and Experience required are:
9. Knowledge of Microsoft Office & are computer literate
10. Understanding of operational workplace methods and practices relevant to Norse
11. Excellent interpersonal and communication skills with a professional and polite manner
12. Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
13. Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
14. Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
15. Decisive with the ability to take proactive action and act on own initiative
16. Ability to support colleagues and work as part of a team
We are committed to employment practices and behaviours which encourage diversity, promote equality of treatment and eliminate unlawful and or unfair discrimination.
We reserve the right to close this vacancy once we have received sufficient applications. If you have not been contacted within two weeks of the closing date, please assume that your application has not been successful and will not be progressed to the next stage.