Customer Service Advisor

Sovereign Network Group; North Hertfordshire; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A housing services organization in the UK is seeking a full-time Customer Service Advisor to support customers with a variety of queries. This role requires excellent communication and interpersonal skills, along with experience in a customer service environment. The successful candidate will have the opportunity for hybrid working after an initial period in the Hertford office. Benefits include flexible working, generous holiday, and a pension scheme.

Benefits

Flexible working

25 Days Holiday + Bank Holidays

Generous pension scheme matching up to 12%

Life cover

Wellbeing discounts including Gym Memberships

Qualifications

• Experience in a busy customer service environment with great customer experience focus.
• Ability to handle customer queries and maintain a professional demeanor.
• Adaptable IT skills to use CRM systems effectively.

Responsibilities

• Support customers with various queries and ensure solutions.
• Handle reporting of repairs and answer questions on rent payments.
• Communicate clearly to provide accurate information.

Skills

Excellent interpersonal skills

Excellent verbal and written communication skills

Ability to respond professionally

Timekeeping and reliability

IT skills including MS Office and 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.

Our current positions are for full time 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.

We offer a starting salary of circa £28,000.

The Role

You'll 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'll ensure an excellent customer experience by being part of an amazing team that responds to our customers needs and delivers resolutions where possible.
• You will record relevant details in our systems, enabling an accurate diagnosis of issues and provision of appropriate responses.
• You'll 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.

What we need from you

We need you to have experience of working in a busy customer service environment where you have focused on a great customer experience and the resolution of customer queries.

• A ‘can-do' attitude and the ability to respond in a professional manner, to make sure our customers have a great customer experience.
• Excellent interpersonal skills, and the ability to consider our customers needs with empathy and resilience.
• Excellent verbal and written communication skills.
• The ability to take responsibility for the service you deliver to our customers along with good timekeeping and reliability.
• Excellent IT skills including MS Office, Outlook and the ability to adapt to our customer relationship management (CRM) systems.

What we offer you

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.

• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available

About us

It\'s an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together 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.

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.