Out of Call Centre Agent

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future

This is a working from home opportunity, however applicants must be within a reasonable commute from our Glasgow office (G33 4DB
). This post is a permanent contract working part time , 15 hours per week, Saturdays and Sundays 14:00-22:00.

We are a 24 hours per day/365 days per year company, and therefore working a rota for public holidays is essential (including Christmas and New Year).

We are currently hiring for two open positions, both offering immediate starts for the right candidates. This is a great opportunity for motivated reliable individuals who are ready to step into this role and make an immediate impact.

Closing date for application is Sunday 15th March.

Act as the main point of customer contact for servicing and responsive maintenance during out-of-hours periods. Handle high volume inbound calls from our customers and engineers, provide customer excellence, front-line support, triaging emergencies, logging details on our internal systems and where required escalating issues appropriately.

• 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 a high volume of calls in a fast-paced environment, maintaining professionalism and 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 a high-volume environment and /or within social housing background

• 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

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £9,828 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)

• Bike2
  
  Work Scheme

• EV Car Scheme

• Employee engagement events and “Employee Voice” programmes

• Strong opportunities for career growth and development

• “Sureserve Legends” – celebrating the fantastic…