Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch customer service support via phone and email on Saturdays.
- Company: Join Norse Group, a leading Facilities Management provider in Norfolk.
- Benefits: Enjoy a competitive salary, pension scheme, and opportunities for career growth.
- Why this job: Be part of a dynamic team making a real difference in customer service.
- Qualifications: Strong communication skills and a knack for problem-solving required.
- Other info: Flexible role with potential for additional hours during peak times.
The predicted salary is between 25 - 26 £ per hour.
Salary: £25.80 pro rata
Location: Norse Group Head Office - Unity Place, Norwich, NR6 6JA
Hours Per Week: 10
Shift Pattern: Saturdays each week, 9am-7.30pm
Our Norse Group TFM Division are a lead Facilities Management services provider across Norfolk, specialising in a range of Soft and Hard TFM services on behalf of Norfolk County Council. We are seeking a Contact Centre Advisor to provide customer service support within the Facilities Management division based at our Head Office (Unity Place) in Norwich. The contact centre operates 24 hours a day, days a year and the main objective being to provide 24/7 customer contact support to all clients, from both residential and commercial properties across all divisions within the TFM Contract.
The main responsibilities are:
- Answer, process & resolve all telephone calls and email enquiries in an efficient, professional, clear and concise manner
- Identify the eligibility of an emergency and escalate as a call out as and when required
- Enter details of all enquiries onto our bespoke database & update records accordingly
- Document all information according to standard operating procedures and follow instructions
- Manage lone worker functions ensuring any missed calls are escalated to the on-call manager
- Conduct general administrative duties
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:
- Knowledge of Microsoft Office & are computer literate
- Understanding of operational workplace methods and practices relevant to Norse
- Excellent interpersonal and communication skills with a professional and polite manner
- Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
- Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
- Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
- Decisive with the ability to take proactive action and act on own initiative
- Ability to lone-work but also support and work as part of a team
Our Offer:
All of our employees benefit from our company pension scheme and annual leave allowance, and this will be combined with a number of local benefits and the opportunity for progression and development within a national organisation. 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.
Please note this is an internal only advertisement and therefore we are only accepting applications from Norse Group employees.
Customer Contact Advisor (Saturdays) in Norwich employer: Norse Group
Contact Detail:
Norse Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Advisor (Saturdays) in Norwich
✨Tip Number 1
Get to know the company! Research Norse Group and their Facilities Management services. Understanding their values and operations will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Customer Contact Advisor, you'll need to be clear and concise. Try role-playing common customer scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Be ready for flexibility! Since the role requires support during emergencies or busy periods, think of examples from your past where you've adapted quickly to changing situations. This will demonstrate your ability to handle pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and tech-savvy, which is key for this role. Don’t miss out on the chance to join our team!
We think you need these skills to ace Customer Contact Advisor (Saturdays) in Norwich
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Contact Advisor role. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills: Since this role is all about customer service, let your communication skills shine through in your written application. Be clear, concise, and professional – just like you would be when speaking to a customer!
Highlight Relevant Experience: If you've got experience in customer service or contact centres, make sure to mention it! Share specific examples of how you've successfully handled enquiries or resolved issues in the past.
Check Your Details: Before hitting send, double-check your application for any typos or errors. A polished application shows us that you're detail-oriented and serious about the role. And remember, apply through our website for the best chance!
How to prepare for a job interview at Norse Group
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Customer Contact Advisor. Familiarise yourself with the key tasks like handling calls and emails, documenting enquiries, and managing lone worker functions. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Show Off Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about situations where you resolved issues efficiently or handled difficult customers with professionalism. This will highlight your interpersonal skills and ability to work under pressure, which are crucial for this position.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. For instance, they might ask how you would handle an emergency call or a surge in enquiries. Practise your responses to these types of questions, focusing on your problem-solving skills and ability to prioritise tasks effectively.
✨Demonstrate Flexibility and Team Spirit
Since the role requires flexibility to cover various shifts and support the team, be prepared to discuss your availability and willingness to adapt. Share examples of how you've worked well in a team or taken initiative in previous roles, as this will show that you're a reliable and cooperative candidate.
