Senior Customer Service Advisor; Nights

# Senior Customer Service Advisor (Nights)## 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. Your key focus is to support and develop a team of highly motivated Agents to deliver speed of service whilst not comprising the quality.
** The operation is 24/7 and the Senior Agents will be working night shifts. 10pm to 8am, 4 nights on, 4 night off.
** This will initially be starting as a 6 month fixed term position to cover the busy winter months but this could also 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:
*** 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 nights.
* Experience handling escalated customer issues.
* Ability to coach and support colleagues.
* Good problem-solving and…