Customer Contact Advisor (Sundays)

Sun 10am – 6.30pm

Job Description

£26438.07 pro rata

The Customer Contact Centre operates 24 hours a day, 365 days a year. We provide 24/7 support to all our clients nationwide, from both residential and commercial properties.

Main 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, where required, 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.
• Support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surges of incoming calls, and cover bank holidays, Christmas, annual leave, sickness and weekends.

Skills and Experience Required

• Knowledge of Microsoft Office and 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, flexible and adaptable, with excellent problem‑solving skills.
• Ability to work under pressure, prioritise workload with a high level of accuracy and attention to detail.
• Decisive with the ability to take proactive action and act on own initiative.

We are committed to employment practices and behaviours that encourage diversity, promote equality of treatment and eliminate unlawful 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.

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