Customer Service Advisor

Sng (sovereign Network Group); Hertford; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A housing provider in the UK seeks a Customer Service Advisor to provide exceptional support by resolving customer queries. You will handle a range of inquiries, from reporting repairs to rent payment questions, ensuring every customer feels valued. Candidates should show a strong customer service background, excellent communication skills, and proficiency in IT, including CRM systems. The role offers a starting salary of circa £28,000, with hybrid working options after six months, and a variety of benefits including annual leave and a generous pension scheme.

Benefits

25 Days Holiday + Bank Holidays

Wellbeing days and paid volunteering days

Generous matched pension scheme

Private medical insurance options

Qualifications

• Experience in a busy customer service environment focusing on great customer experience.
• Can-do attitude and professional response to customer needs.
• Excellent verbal and written communication skills.
• Ability to take responsibility for service delivery with good timekeeping.

Responsibilities

• Report repairs and answer questions about rent payments.
• Ensure a great customer experience and deliver resolutions.
• Record details in systems for accurate issue diagnosis.
• Communicate effectively with customers providing clear advice.
• Collaborate with colleagues for timely responses to queries.

Skills

Customer service experience

Excellent communication skills

IT skills including MS Office

Interpersonal skills with empathy

Tools

CRM systems

Job description

Overview

Our Customer Service Advisors are at the centre of what we do. The team is the first point of contact for our customers. They rely on us to be there when they need support and you will be owning and resolving their queries. You will be speaking to our customers and supporting them with a range of queries and liaising with colleagues across the business for answers where needed.

You could be reporting repairs, answering questions about rent payments, complaints, reporting anti social behaviour and general enquiries around rehousing and SNG. You will record relevant details in our systems, enabling an accurate diagnosis of issues and provision of appropriate responses. You will communicate effectively making sure we give our customers clear, accurate information and advice in a professional manner. You will work collaboratively with colleagues in the team and across other departments to ensure customers receive a timely response to their queries.

Responsibilities

• Report repairs, answer questions about rent payments, complaints, reporting anti social behaviour and general enquiries around rehousing and SNG.
• Ensure an excellent customer experience by being part of a team that responds to customer needs and delivers resolutions where possible.
• Record relevant details in systems to enable accurate diagnosis of issues and provision of appropriate responses.
• Communicate effectively with customers, providing clear and accurate information and advice in a professional manner.
• Work collaboratively with colleagues in the team and across other departments to ensure timely responses to queries.

What we need from you

• Experience of working in a busy customer service environment with a focus on a great customer experience and resolving customer queries.
• A 'can-do' attitude and the ability to respond professionally to ensure a great customer experience.
• Excellent interpersonal skills with empathy and resilience toward customers’ needs.
• Excellent verbal and written communication skills.
• Ability to take responsibility for the service delivered, with good timekeeping and reliability.
• Excellent IT skills including MS Office, Outlook and the ability to adapt to our customer relationship management (CRM) systems.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

For more details please go to .

About SNG

At SNG (Sovereign Network Group) we provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations. We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.

Equality, Diversity and Inclusion

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.

Position details

Our current positions are for full time permanent Customer Service Advisors working 37 hours a week. You will be working on a rota basis between 8.00am and 6.00pm Monday to Friday. The first 6 months will be based in our Hertford office then we can offer you hybrid working.

Salary and benefits

We offer a starting salary of circa £28,000. As a member of the Customer Services Team you will be part of an engaging, friendly and supportive working environment. We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks\' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service