Pinnacle Group Limited
Contact Centre Shift Manager (Full time)
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Contact Centre Shift Manager
Pinnacle Group are looking for a skilled, experienced and knowledgeable Contact Centre Shift Manager to lead a team of Customer Service Advisors at our Contact Centre based in Chelmsford.
Pinnacle Connect is our national 24/7 contact centre, supporting over 50 clients including Housing Associations and Local Authorities. It helps around 25,000 customers each month with repairs, emergencies and service queries. With fast response times and a dedicated team, Connect plays a key role in delivering excellent customer service across Pinnacle Group.
This role ensures service levels are met, staff are supported, and customer experience remains exceptional. The Shift Manager acts as the first point of escalation for operational issues and leads a team of advisors on duty each day to achieve performance targets.
This will be a full time position, 37.5 hours per week where you will be required to work a variety of different shifts including evenings and weekends.
Who We Are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
We’re a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.
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Who We’re Looking For
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key Responsibilities Will Include
- Operational oversight – Ensuring advisors manage calls and e-mails within agreed timeframes.
- Manage contact centre operations during assigned shifts, ensuring adherence to KPIs and SLAs.
- Monitor real-time performance metrics (call volumes, wait times, agent availability) and take corrective actions.
- Ensure compliance with company policies, procedures, and regulatory requirement.
- Supervise and motivate the team of contact centre advisors on duty.
- Conduct daily briefings, allocate tasks, and manage breaks to maintain coverage.
- Ensure high-quality customer interactions across all channels.
- Handle escalated customer queries and complaints professionally.
- Provide coaching and support on-shift to improve performance and engagement.
- Prepare end of shift reports detailing performance, issues and resolutions.
- Track and analyse trends, recommend operational improvements.
- Attend weekly Leadership performance and team management.
- Support onboarding and training of new staff.
- Highlight learning and development opportunities.
Key Requirements
- Proven experience in a contact centre environment.
- Must be flexible with working hours and about to work evenings and weekends.
- Experience of working in a repairs and maintenance, social housing, or similar environment.
- Experience of managing a team working in a multi-channel customer service centre.
- Proficient in all Microsoft packages including Word and Excel.
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Our Offer
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
Benefits
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
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