Out of Hours Call Centre Administrator/Agent

• Manage emergency inbound calls from tenants and residents outside of standard office hours, including nights, weekends and bank holidays
• Plan and allocate engineer workloads for the out-of-hours maintenance team
• Ensure that jobs are dispatched promptly, work is tracked through to completion or hand-over, and updates are provided to tenants/residents and internal stakeholders
• Handle all OOH calls maintaining professionalism and staying calm under pressure
• Log all enquiries accurately on the CRM/telephony system, ensuring records are complete, clear and timely
• Diagnose and prioritise issues (e.g., emergency repairs, no heating/hot water, book or escalate as required
• Provide signposting and guidance to tenants/residents, including identifying vulnerable customers and escalating when necessary
• Meet defined service levels (call-answer times, first contact resolution, hand-over/escalation rates) and maintain high quality standard
• Promote and embed equality, diversity and inclusion, and maintain confidentiality and data protection standards at all times

• Previous experience in a contact centre, customer-service or call-handling role, ideally in an out of hours environment (social housing background desirable)
• Confident and professional telephone manner, clear verbal communication skills and ability to remain calm under pressure
• Proficient with CRM systems to log calls, allocate jobs and update records
• Strong organisational and multitasking skills
• ability to prioritise and adjust rapidly in a dynamic environment
• Understanding of engineer/field-team dispatch scheduling or willingness to learn
• Good understanding of geographical areas and travel time/best routes
• Be flexible in your working hours to support the delivery of the contract
• IT literate with proficiency in in MS Office (Word, Excel, Access) and have the ability to learn new systems quickly

Social housing background desirable

• £24,479 per annum
• Contributory pension scheme
• Life assurance
• 20 days + Bank holidays
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and “Employee Voice” programmes
• Strong opportunities for career growth and development
• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values
• Committed to Diversity & Inclusion