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For Companies At a Glance
- Tasks: Provide top-notch customer service as the first point of contact for property maintenance requests.
- Company: Join Fortem Solutions, a leader in property solutions with a commitment to community improvement.
- Benefits: Enjoy gym discounts, healthcare options, and a pay review every January.
- Other info: Be part of a supportive team with opportunities for personal growth.
- Why this job: Make a real difference in people's lives while working from home on weekends.
- Qualifications: Strong communication skills and a knack for customer service are essential.
The predicted salary is between 24000 - 36000 £ per year.
The Role
Fortem Solutions are currently recruiting for an Out of Hours Call Centre Agent to join our Customer First Call Centre team. This is a fixed-term contract for winter cover on a 6-month basis. Working Pattern will be Saturday and Sunday 3pm 11:30pm. The role would be home-based; however we would need you to live close enough to the head office in Hitchin to be able to come in for training or in case of any issues with your equipment.
The Customer
Here at Fortem we are committed to delivering an excellent service to our clients and tenants alike. We have launched a 24/7 innovative Contact Centre that will be the heartbeat of our business and allow us to continuously improve our service. Your commitment, ideas and drive will help shape this service offering.
Duties and Responsibilities
As a Call Centre Agent you will provide an efficient and customer focused service, being the first point of contact for a range of customers with a variety of needs in response to service requests relating to property maintenance, ensuring customer satisfaction remains the highest priority.
What You Will Need
Essential Criteria
- Excellent telephone manner with proven track record of dealing with customer service and complaint handling.
- Excellent communication skills both written and verbal.
- Experience on a variety of systems and a robust understanding of core IT skills.
- Interpersonal skills with the ability to engage people and build strong working relationships at all levels, both in‑house and externally.
Desirable Criteria
- Experience in social housing repairs & maintenance.
Benefits
- Pay review every January
- Discounted gym memberships at national and local gyms
- Up to £3,000 colleague referral fee
- Other benefits including dental care, private healthcare, cycle‑to‑work scheme, mobile phone provider discounts & more
Who We Are
We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.
We are Investors in People Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.
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Out of Hours Call Centre Agent (Fixed-term contract) employer: Fortem Solutions
Contact Detail:
Fortem Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Call Centre Agent (Fixed-term contract)
✨Tip Number 1
Make sure you know the company inside out! Research Fortem Solutions and understand their values, especially their commitment to customer satisfaction and community improvement. This will help you tailor your responses during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your phone skills! Since this role is all about communication, grab a friend and do some mock calls. Focus on being clear, friendly, and efficient – just like you would be with customers at Fortem.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work at Fortem. Plus, it shows initiative!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re tech-savvy and know how to navigate online systems, which is key for this role.
We think you need these skills to ace Out of Hours Call Centre Agent (Fixed-term contract)
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your experience in customer service and complaint handling. We want to see how you've dealt with customers in the past, so share specific examples that showcase your excellent telephone manner and communication skills.
Tailor Your Application: Don’t just send a generic application! Take a moment to tailor your CV and cover letter to the Out of Hours Call Centre Agent role. Mention how your skills align with our needs, especially around property maintenance and customer satisfaction.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure your passion for the job shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Fortem Solutions
✨Know Your Customer Service Basics
Brush up on your customer service skills, especially how to handle complaints and queries. Think about examples from your past experiences where you turned a negative situation into a positive outcome. This will show that you can maintain high customer satisfaction, which is key for the role.
✨Familiarise Yourself with the Company
Do some research on Fortem Solutions and their approach to property maintenance. Understanding their values and services will help you align your answers with what they’re looking for. Plus, it shows genuine interest in the company!
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend or family member to get comfortable speaking about your experiences and skills.
✨Prepare for Technical Questions
Given the need for IT skills, be ready to discuss your experience with various systems. Think of specific examples where you successfully used technology to solve problems or improve processes. This will demonstrate your capability to adapt and thrive in a tech-driven environment.