At a Glance
- Tasks: Provide exceptional customer service and support while leading a team of Contact Centre Agents.
- Company: Join Pinnacle Group, a market leader in housing and workplace services.
- Benefits: Enjoy flexible working, competitive pay, and a range of employee perks.
- Other info: Be part of an inclusive culture with great career development opportunities.
- Why this job: Make a real difference by helping customers and mentoring your team.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 30000 - 37000 £ per year.
Pinnacle Group is looking for new, skilled Senior Customer Service Advisor to provide exceptional customer service and support.
You will be joining our team of Contact Centre Agents based in Chelmsford.
Pinnacle Connect is our national 24/7 contact centre, supporting over 50 clients including Housing Associations and Local Authorities.
It helps around 25,000 customers each month with repairs, emergencies and service queries.
With fast response times and a dedicated team, Connect plays a key role in delivering excellent customer service across Pinnacle Group.
The Senior Contact Centre Agent is responsible for delivering excellent customer service while acting as a point of support and guidance for Contact Centre Agents.
They help ensure service levels, quality standards, and operational targets are achieved while providing coaching, mentoring, and escalation support.
The role combines frontline customer service responsibilities with leadership duties to drive team performance and customer satisfaction.
The operation is 24/7 and the Senior Agents will work a variety of hours, some outside of standard office hours, including weekends.
Your key focus is to support and develop a team of highly motivated Agents to deliver speed of service whilst not comprising the quality.
Who We Are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services.
With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
We're a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.
Who We're Looking For
We're looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key Responsibilities Will Include
- Handle customer enquiries through telephone, email and digital channels.
- Resolve complex customer issues and complaints efficiently.
- Deliver a professional, empathetic, and customer-focused service.
- Ensure customer records are accurately maintained within CRM systems.
- Support the team in achieving first contact resolution wherever possible.
- Act as the first point of escalation for customer queries.
- Support Shift Managers with day-to-day operational activities.
- Monitor queue volumes and assist in managing workload distribution.
- Identify trends, recurring issues, and service improvement opportunities.
- Assist with incident management and service recovery activities.
- Provide support, mentoring, and guidance to Contact Centre Advisors.
- Assist with onboarding and training of new employees.
- Carry out side-by-side coaching and performance support sessions.
- Act as a role model for company values and expected behaviours.
- Ensure compliance with company policies and regulatory requirements.
- Promote adherence to processes and service standards.
- Escalate risks, complaints, and safeguarding concerns appropriately.
- Support implementation of new processes and systems.
- Contribute to service improvement projects.
- Key Requirements
- Previous experience within a contact centre or customer service environment.
- Must be flexible and able to work evenings, weekends and bank holidays.
- Experience handling escalated customer issues.
- Ability to coach and support colleagues.
- Good problem-solving and decision-making skills.
- Strong organisational and time management abilities.
- Proficiency in Microsoft Office and customer management systems.
- Customer-focused mindset.
- Positive and resilient attitude.
- Strong attention to detail.
- Ability to remain calm under pressure.
- Team player with leadership potential.
- Our offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
- Company Car/Car Allowance
- Electric Vehicle Scheme
- #J-18808-Ljbffr
Senior Customer Service Advisor in Chelmsford employer: Pinnacle Group Limited
Pinnacle Group Limited is an excellent employer that values its employees by offering flexible working hours and a commitment to personal development. With a focus on maintaining outdoor spaces in the vibrant community of Orpington, employees can thrive in a supportive and diverse work culture while enjoying opportunities for growth and skill enhancement.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pinnacle Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pinnacle Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Advisor in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pinnacle Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Pinnacle Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pinnacle Group Limited!
How to prepare for a job interview at Pinnacle Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
