Out of Hours Call Centre Administrator/Agent Full Time

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

NOTE: This role operates on a 4 on 4 off shift pattern working nights between the hours of 22:00-08:00.

This is a working from home opportunity, however applicants must be within a reasonable commute from our Glasgow office (G33 4DB).

Role Overview

Act as the main point of customer contact for servicing and responsive maintenance during out-of-hour periods. Handle 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.

Key Responsibilities

• 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

Skills & Experience

• 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

What we offer?

Benefits

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

• £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

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact scn.hr@sureserve.co.uk.

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.