Customer Service Advisor

The Sovini Group; Sefton; On-site; GBP 25,000 - 32,000; Full time

Job summary

A dynamic housing organization in the UK is seeking a Customer Service Advisor. The role involves resolving customer enquiries via phone and email, ensuring high satisfaction, and working collaboratively across departments. Candidates should possess strong communication skills and previous customer service experience. A commitment to equality and diversity is also essential.

Benefits

Competitive salary

28 days holiday plus 8 bank holidays

Matched pension contributions

Life Assurance

Career development programs

Qualifications

• Experience in a Customer Service environment using various communication channels.
• Ability to maintain detail and quality in tasks.
• Friendly and approachable demeanor with excellent communication skills.

Responsibilities

• Resolve customer enquiries via phone and email.
• Ensure high customer satisfaction through proactive care.
• Work in partnership with internal/external service areas.

Skills

Customer Service Experience

Effective Communication

IT Skills (Microsoft Outlook, Teams, Word, Excel)

Workload Management

Team Work

Education

GCSEs including Maths and English

Job description

We are currently looking for a Customer Service Advisor to join One Vision Housing, part of The Sovini Group.

Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whoever you are, you can expect to be treated fairly, with respect and free from discrimination. Inclusivity matters – We recognise candidates may have diverse needs, and we will always look to support this throughout the process.

If you have got the talent, the potential, the drive and determination there is a place for you at The Sovini Group.

This position is a permanent opportunity.

Responsibilities

• Resolve all customer enquiries including telephone and email contacts. Taking a proactive approach to customer care, ensuring high customer satisfaction.
• Achieve individual / team performance indicators and service delivery plan. Performance assessment utilising quality monitoring, 1-2-1’s, appraisals, and team meetings.
• Outgoing customer engagement for all service areas. Including low level rent arrears, surveys arranging appointments, customer involvement / welfare, housing register.
• Proficiently use all ICT systems, ensuring all customer interactions are captured and correctly processed.
• Work in partnership with internal / external service areas, and agencies to achieve high customer satisfaction.
• Provide general administrative functions.
• Act as a service specific champion to ensure provision of high-quality customer services, across a specific area of the business and promoting excellent Customer Services both internally and externally.
• Meet appraisal targets and support the delivery and achievement of overall business objectives.
• Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities. – For OVH/PCHA only.
• Commit to equality and diversity and to promote non-discriminatory practices in all aspects of work undertaken.
• Adhere with the Health and Safety at Work Act to take reasonable care of own health and safety and that of others who may be affected by their acts and omissions.

Qualifications

• Educated to GCSE level or equivalent. Must include Maths and English.
• Experience of working in a Customer Service environment by using telephone, email, web chat or face to face.
• Experience of effective communication with people at all levels through a variety of methods including telephone, email, web chat or face to face.
• Ability to effectively manage workload, maintain focus on detail and quality, and prioritise tasks to ensure both individual and team targets are met.
• Confident IT skills including the use of email Microsoft packages Outlook (Email), Teams, Word and Excel. Use of in-house systems, training will be provided.
• Friendly and approachable, with good communication skills.
• Flexible, positive attitude and willingness to learn and support the team.
• Able to keep private or sensitive information confidential.
• Ability to work as part of a team, adapt to change and develop your skills to further enhance the Customer experience.
• Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, Face to Face and Email.
• To demonstrate The Sovini Group’s values in your day-to-day job role – Success, Passion, Authenticity, Courage, Enterprise.

Desirable

• NVQ Level 2 in Call handling or Customer Services.
• Experience of working within a Social Housing environment.
• Experience of working in a Contact Centre environment.

Benefits

• Competitive salary - £25,207.59 pa - £31,608.91 pa.
• 36 Hours per week (Monday-Friday).
• Agile working.
• 28 days holiday plus 8 bank holidays (rising to 33 days after 5 years).
• Festive shutdown (3–4 days taken from holiday entitlement).
• Fantastic, matched pension contributions up to 8%.
• Life Assurance for every colleague, peace of mind ensuring your loved ones are cared for.
• Career development through bespoke L\&D programmes.
• Cycle 2 Work Scheme.
• Corporate discount scheme.
• Award-winning health & wellbeing support.
• 24/7 GP access, EAP, financial wellbeing tools & more.

Apply online via our website today!

Please note we do not accept approaches from recruitment agencies and only applications made via our website will be accepted.

Closing date – Monday 27th October 2025.

Please note that shortlisting may take place prior to the advert closing, if a high volume of suitable applicants has applied, the advert may close early. Please do not hesitate to submit your application.