Job Introduction
Pinnacle Group are looking for new, skilled Call Centre Operatives 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.
Your responsibilities will include handling inbound and outbound calls from housing tenants when they have issues with gas, heating, electricity and other general repairs emergencies, resolving customer inquiries, and providing accurate information about our services.
You will need excellent communication skills, a friendly demeanour, and the ability to work efficiently under pressure. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.
This is a position for 20 hours per week where the suitable candidate will be required to work mid-week evening shifts and every other weekend on a rotational basis that will look like this:
- Midweek evening shifts will be 6pm to 11.30pm
- Weekend shifts will be 8am to 4.30pm or 3.30pm to 11.30pm every other weekend.
You must be able to work weekends (both Saturday and Sundays) and be able to get to and from central Chelmsford late in the evening.
This will be an ongoing temporary assignment which could lead to a permanent contract.
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:
- You’ll be answering enquiries, updating notes onto systems, dealing with emergencies, and booking appointments, where a trained engineer is required to carry out the repair.
- You will make sure customers feel like the number one priority and ensure they are fully informed throughout the repairs process.
- You will be responsible for dealing with high demand customer contacts and enquiries, predominantly by phone and e-mail. We have particular expertise and experiences in dealing with ‘out of hours repair emergencies’ in the repairs and maintenance sector.
- You will be first point of contact for our clients including Social Housing and Council customers and your duties will include updating relevant notes onto systems, diagnosing repair requests, dealing with emergencies, and signposting.
Key Requirements:
- Previous customer service experience.
- Exceptional telephone manner.
- Results driven and love to smash a target!
- High levels of resilience and motivation to succeed.
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
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme