At a Glance
- Tasks: Answer and resolve customer calls and emails efficiently during night shifts.
- Company: Norse Group is a leading Facilities Management provider for Norfolk County Council.
- Benefits: Employees enjoy a pension scheme, annual leave, and local benefits.
- Other info: Position based at Unity Place, Norwich with flexible night shift hours.
- Why this job: Join a 24/7 contact centre team supporting diverse clients across Norfolk.
- Qualifications: Proficiency in Microsoft Office and excellent customer service skills required.
The predicted salary is between 25136 - 25136 £ per year.
Salary: £25,136.58 pro rata
Location: Norse Group Head Office - Unity Place, Norwich, NR6 6JA
Hours Per Week: 21
Shift Pattern: 19:00 to 07:00, 2 on, 6 off
Our Norse Group TFM Division is 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, 365 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.
Main Responsibilities
- Work 12‑hour night shifts, from 7pm to 7am, 2 nights on, 6 nights off
- Answer, process & resolve all telephone calls and email enquiries in an efficient, professional, clear, and concise manner
- Identify the eligibility of an emergency and, when required, raise a call‑out
- Enter details of all enquiries onto our bespoke database and 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 or an unplanned surge of incoming calls, as well as covering bank holidays, Christmas, annual leave, sickness, and weekends
Skills and Experience Required
- Knowledge of Microsoft Office & computer literacy
- 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 employees benefit from our company pension scheme and annual leave allowance, 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.
Customer Contact Advisor (Nights) in Norwich employer: South West Norse
Norse Group offers a competitive salary of £25,136.58 pro rata and a supportive work environment. Located in Norwich, the team focuses on delivering exceptional facilities management services while promoting diversity and equality.
