Contact Centre Shift Manager

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

The Role - Shift Manager

We're looking for motivated and driven individuals to join our team. The successful candidate will be tasked with resolving complex customer issues, first point of contact for Connect agent enquires, incidents, complaints, etc. and dealing with these in a timely and professional manner.

To undertake any tasks delegated by the Team Manager, identify areas for service and procedural improvement and make recommendations to the Management Team to remove blockers and improve service delivery. You'll be expected to be first line of contact for Connect Agents issues, ensure jobs are passed out to operatives in good time in line with service level agreements and liaise with clients in terms of emergency escalations.

You'll escalate any queries or unresolved issues to Team Managers which cannot be completed within agreed procedures and handle first line complaint investigation, listening to call recordings and establishing what happened. You'll be expected to participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and Team Managers and attend weekly performance and management team meetings which are generally on Monday and Tuesday afternoons.

This is a full time position where the suitable person would work 4 days on, 4 days off and you will be required to work both evenings and weekends.

Duties/Key Responsibilites

Handling a wide range of customer and repair enquiries and escalations from Agents and Clients.

Resolve customer & agent issues and questions in a timely and professional manner.

Act as a subject matter expert and mentor for Connect Agents.

Assist management and internal teams with ad-hoc requests and escalations.

Ensure smooth running of your shift, and that all repair jobs are passed out quickly and effectively to operatives.

Recognise possible fraudulent or suspicious activity.

Stay up to date on latest industry trends, internal policy and procedure to ensure customers and clients are getting consistent, top tier support.

You will work in a performance management driven culture, with SMART objectives linked to the overall Connect key performance indicators and Pinnacle values.

You will be an ambassador for excellent customer service standards, taking ownership for resolving each customer enquiry.

You will ensure a high-quality service Is provided to customers in line with the Pinnacle values, behaviours, and corporate standards.

Seek and act on feedback to improve your own and overall team performance.

Act as a subject matter expert and mentor for Connect Agents.

Be a liaison for other business departments within Pinnacle and external clients.

Review complex customer and client enquiries escalated by Agents.

Be self-reliant and maintain high standards of work and behaviour, even when under pressure.

Skills Required

In order to be successful in this role, it is essential that you have experience of working within a customer contact centre environment, dealing with members of the public over the phone.

Customer Focus

Strong people skills: Ability to navigate difficult situations and stay calm under pressure.

Solutions mindset: passion to find the right solution for Customer and agents and resolve their issue overcoming obstacles.

Good, cost-efficient decision making.

Promote culture of continuous improvement in customer service to achieve excellence.

Use feedback from customers and clients to improve services.

Be prepared to offer support to resolve diffic