Out of Hours Call Centre Agent
Out of Hours Call Centre Agent

Out of Hours Call Centre Agent

Part-Time Home office (partial)
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At a Glance

  • Tasks: Be the friendly voice helping customers with property maintenance issues.
  • Company: Join Fortem Solutions, a leader in property solutions and community improvement.
  • Benefits: Enjoy flexible home working, gym discounts, and a generous referral bonus.
  • Why this job: Shape our innovative 24/7 service while making a real impact in communities.
  • Qualifications: Bring your customer service skills and strong communication to the team.
  • Other info: Must live near Hitchin for training and support; hours are early morning shifts.

Fortem Solutions is currently recruiting for an Out of Hours Call Centre Agent to join our Customer First Call Centre team. This role is home-based; however, you must live close enough to our head office in Hitchin to attend training or resolve equipment issues.

Working Pattern: Sunday 3am – 8am, Monday 3am – 8am, Thursday 3am – 8am

The Client

At Fortem, we are committed to delivering excellent service to our clients and tenants. We have launched a 24/7 innovative Contact Centre that will serve as the heartbeat of our business, continuously improving our service. Your dedication, ideas, and drive will help shape this service offering.

Duties & Responsibilities

You will provide efficient, customer-focused service as the first point of contact for customers with various needs related to property maintenance, ensuring high customer satisfaction.

What You Will Need

Essential Criteria:

  • Excellent telephone manner with experience in customer service and complaint handling.
  • Strong communication skills, both written and verbal.
  • Experience with various systems and solid IT skills.
  • Interpersonal skills to engage and build relationships at all levels.

Desirable Criteria:

  • Experience in social housing repairs and maintenance.

Benefits include:

  • Pay review every January
  • Discounted gym memberships
  • Up to £3,000 colleague referral fee
  • Additional benefits: dental care, private healthcare, cycle-to-work scheme, mobile discounts, and more.

Who We Are

Part of the Willmott Dixon group, Fortem was established in 2002. We provide specialist property solutions, including repairs, voids, installations, and gas services. We also focus on decarbonisation, making homes more energy-efficient and supporting clients\’ zero-carbon goals.

We value equality, diversity, and respect, and are committed to creating better communities and places for work and living. We are an Investors in People – Gold employer and encourage applications from all community sectors.

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Out of Hours Call Centre Agent employer: Fortem Cares

Fortem Solutions is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and growth. As part of the Willmott Dixon group, we provide extensive benefits such as pay reviews, discounted gym memberships, and a range of health-related perks, all while fostering a commitment to equality and community development. Join us in our innovative 24/7 Contact Centre, where your contributions will directly impact customer satisfaction and help shape the future of property maintenance services.
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Contact Detail:

Fortem Cares Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Out of Hours Call Centre Agent

✨Tip Number 1

Familiarise yourself with Fortem Solutions and their commitment to customer service. Understanding their values and mission will help you align your responses during any interviews, showcasing that you're a great fit for their team.

✨Tip Number 2

Highlight your experience in customer service, especially in handling complaints. Be prepared to share specific examples of how you've successfully resolved issues in the past, as this will demonstrate your capability to thrive in a call centre environment.

✨Tip Number 3

Since the role requires strong IT skills, brush up on any relevant software or systems you might encounter. Being able to discuss your technical proficiency confidently can set you apart from other candidates.

✨Tip Number 4

Prepare to discuss your availability and flexibility, particularly regarding the unusual working hours. Showing that you're committed to the role and can adapt to the schedule will make you a more attractive candidate.

We think you need these skills to ace Out of Hours Call Centre Agent

Excellent Telephone Manner
Customer Service Experience
Complaint Handling Skills
Strong Verbal Communication
Strong Written Communication
IT Proficiency
Interpersonal Skills
Relationship Building
Time Management
Problem-Solving Skills
Adaptability
Attention to Detail
Ability to Work Independently
Empathy and Patience

Some tips for your application 🫡

Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Out of Hours Call Centre Agent position. Tailor your application to highlight how your skills and experiences align with these needs.

Highlight Relevant Experience: Emphasise your customer service experience, particularly in handling complaints and using various systems. Provide specific examples that demonstrate your excellent telephone manner and strong communication skills.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Fortem Solutions' commitment to excellence. Mention any relevant experience in social housing repairs and maintenance if applicable.

Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.

How to prepare for a job interview at Fortem Cares

✨Showcase Your Customer Service Skills

Since the role is all about providing excellent customer service, be prepared to share specific examples from your past experiences. Highlight situations where you successfully handled complaints or resolved issues, demonstrating your ability to maintain a positive attitude under pressure.

✨Demonstrate Strong Communication Abilities

Effective communication is key in this position. During the interview, focus on how you articulate your thoughts clearly and listen actively. You might even want to practice common interview questions with a friend to refine your verbal skills.

✨Familiarise Yourself with Relevant Systems

The job requires solid IT skills, so it’s beneficial to brush up on any relevant software or systems you might encounter. If you have experience with specific call centre technologies, mention them during the interview to show your readiness for the role.

✨Express Your Commitment to the Company Values

Fortem Solutions values equality, diversity, and community. Be sure to convey your alignment with these values during the interview. Share your thoughts on how you can contribute to creating better communities and enhancing customer satisfaction.

Out of Hours Call Centre Agent
Fortem Cares
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