Customer Contact Advisor

Posted 30 April 2024
Salary £25,136.58
Job Type Full Time
Business Area Norse TFM

Job description

Customer Contact Advisor  - TFM 


Norse Group are seeking a Customer Contact Advisor to provide customer service support within the Facilities Management division based at our Head Office, Unity Place, in Norwich.

The Helpdesk operates 24 hours a day, 365 days a year and the main objective being to provide 24/7 Customer Contact support to all clients, from both residential and commercial properties across all divisions within the TFM Contract. 

This is a full time position working 40 hours per week on a rotation of shifts, 07:00 - 15:30, 09:00 - 17:30 and 10:30 - 19:00, including weekends.

The Role:

  • Communicate confidently and effectively, dealing with telephone and email enquiries liaising with members of the public, customers, and clients to resolve any issues relating to the various FM services provided across our divisions.
  • Process and resolve queries concisely and efficiently whilst always remaining professional and courteous with the ability to identify the appropriate level of action needed.
  • Input and maintain data on our bespoke database, documenting all information to standard operating procedures and carry out general administration duties as required.

Our Successful Candidate:

  • Experience in a Call Centre or Customer Service environment or background is essential.
  • Excellent interpersonal and communication skills with a high focus on customer service.
  • Ability to make decisions on your own initiative with excellent problem-solving skills.
  • Strong organisational skills with the ability to prioritise your workload with a high attention to detail.
  • Professional telephone manner with ability to use tact and discretion whilst maintaining client confidentiality.
  • In-depth knowledge of Data Protection, GDPR and Microsoft Office.

Our Offer:

All of our employees benefit from our company pension scheme and annual leave allowance, and this will be combined with a number of local benefits and the opportunity for progression and development within a national organisation.


We are committed to employment practices and behaviours which encourage diversity, promote equality of treatment and eliminate unlawful and or unfair discrimination.


We reserve the right to close this vacancy once we have received sufficient applications. If you have not been contacted within two weeks of the closing date, please assume that your application has not been successful and will not be progressed to the next stage.