At a Glance
- Tasks: Provide top-notch customer service support via phone and email.
- Company: Join Norse Group, a leading Facilities Management provider in Norfolk.
- Benefits: Enjoy a competitive salary, pension scheme, and opportunities for growth.
- Other info: Flexible hours with potential for career progression in a supportive environment.
- Why this job: Be part of a dynamic team making a real difference in customer care.
- Qualifications: Strong communication skills and a knack for problem-solving required.
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: Sundays 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 is to provide 24/7 customer contact support to all clients, from both residential and commercial properties across all divisions within the TFM Contract.
Responsibilities:
- Answer, process & resolve all telephone calls and email enquiries in an efficient, professional, clear and concise manner
- Identify the eligibility of an emergency and elevate 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.
Customer Contact Advisor (Sundays) in Norwich employer: Norse Group
At Norse Care, we pride ourselves on being Norfolk's largest care provider, offering a supportive and inclusive work environment where you can truly make a difference in the lives of our residents. With access to fully funded accredited courses, excellent career progression opportunities, and a comprehensive benefits package including enhancements for weekend work and wellness support, we ensure that our employees feel valued and empowered to excel in their roles. Join us at Mayflower Court in Norwich, where compassionate care is at the heart of everything we do, and experience the satisfaction of giving back to your community while advancing your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Advisor (Sundays) in Norwich
✨Tip Number 1
Get to know the company! Research Norse Group and their values. When you understand what they stand for, you can tailor your approach and show them you're a perfect fit for their team.
✨Tip Number 2
Practice makes perfect! Before your interview, run through common customer service scenarios. Think about how you'd handle tricky situations and be ready to share your problem-solving skills.
✨Tip Number 3
Be yourself! During the interview, let your personality shine through. They want to see how you’d fit into their team, so don’t be afraid to show your enthusiasm for the role.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Contact Advisor (Sundays) in Norwich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experience match the Customer Contact Advisor role. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills:Since this role is all about customer service, let your written communication shine! Use clear and concise language, and don’t forget to showcase your professional tone – it’s key for us at StudySmarter.
Highlight Relevant Experience:If you've got experience in customer service or contact centres, make it pop in your application! We love seeing how you've handled similar situations and what you’ve learned from them.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Norse Group
✨Know the Role Inside Out
Before your 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 answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, be ready to share examples from your past experiences. Think of situations where you resolved issues or went above and beyond for a customer. This will demonstrate your ability to handle calls professionally and efficiently.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. These might involve dealing with difficult customers or prioritising multiple tasks under pressure. Practise your responses to these types of questions so you can showcase your problem-solving skills and ability to stay calm in challenging situations.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you determine if the company culture aligns with your values.
