Job Introduction
Pinnacle Group are 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