24/7 Housing Helpdesk Advisor (Out-of-Hours)

Sovereign Network Group; Thatcham; On-site; GBP 22,000 - 32,000; Full time

Job summary

Sovereign Network Group is seeking a Customer Services Advisor for its Greenham Office. This permanent, on-site role sits in the alarm response centre, operating a 24/7 blue light service for customers.

You will answer questions, assist with housing, repairs, and complaints, and may work solo on night shifts with escalation support available 24/7. Shifts are a rolling rota including weekends, with hours from 7am–3pm, 3pm–11pm, and flexi shifts.

Qualifications

• Customer service experience with the ability to listen well.
• Resilience to handle complex and difficult calls.
• Good computer skills and ability to use multiple systems.
• Empathy and a desire to help people.
• Ability to connect with colleagues across the business.
• Knowledge of home repairs calls is helpful.

Responsibilities

• Answer incoming customer questions and resolve issues.
• Handle housing, repairs, and complaints as needed.
• Follow Call Quality guidelines to achieve resolution.
• Work on night shifts to cover holidays or staff absence when required.
• Use various systems while talking to customers.

Skills

Customer service

Active listening

Resilience

Computer skills

Empathy

Communication

Problem solving

Team collaboration

Tools

CRM systems

Job description

Sovereign Network Group is seeking a Customer Services Advisor for its Greenham Office. This permanent, on-site role sits in the alarm response centre, operating a 24/7 blue light service for customers.

You will answer questions, assist with housing, repairs, and complaints, and may work solo on night shifts with escalation support available 24/7. Shifts are a rolling rota including weekends, with hours from 7am–3pm, 3pm–11pm, and flexi shifts.