Customer Service Advisor

Sng (sovereign Network Group); Thatcham; Presencial; GBP 12.000 - 18.000; Jornada completa

Descripción de la vacante

SNG (Sovereign Network Group) is seeking an Out of Hours Customer Service Advisor for its alarm response centre. You will handle incoming questions and, when needed, make outbound calls to customers about housing, repairs, and complaints.

A full UK driving licence and your own transport are essential, with possible night shifts during holidays or staff absence. Shifts total 22.5 hours per week across 7am–11pm windows.

Formación

• People with great customer service skills who can listen well.
• The skill to turn problems into solutions.
• Empathy and a desire to help people.
• The ability to connect and talk with colleagues across the business.

Responsabilidades

• Answer all incoming customer questions.
• Make outgoing calls to customers when needed.
• Assist with Housing, Repairs, and Complaints.
• Follow Call Quality guidelines and aim for resolution.
• Work shifts in a 22.5 hour weekly pattern, including nights when required.

Conocimientos

Customer service

Active listening

Resilience

Call handling

Computer literacy

Problem solving

Empathy

Team collaboration

Herramientas

CRM systems

Descripción del empleo

Our Customer Service Advisors are at the heart of what we do. The team is the first point of contact for our 200,000 customers. They count on us when they need support, and you will handle and solve their questions., This role is in our alarm response centre operating a blue light service for our customers 24/7. As our Out of Hours Customer Service Advisor, you'll answer all incoming customer questions, and when needed make outgoing calls to customers. You'll help with Housing, Repairs, Complaints, and other matters as needed, following Call Quality guidelines and aiming for resolution. Because of the shift times and transport links to Greenham, a full UK driving licence and your own transport is essential. After training, you may need to work alone on night shifts to cover holidays or staff absence; escalation support is available 24/7. Shifts: 3 shifts a week (22.5 hours total) 1 x 7.5 hour shift on a Thursday 7.5 hour shift on Saturday & Sunday (Flexi shift will be between the hours of 7am - 11pm). End date 23/11.

• People with great customer service skills who can listen well.
• Our calls can be complex and difficult so you need to be resilient.
• Good computer skills. You will use many systems while talking to our customers.
• The skill to turn problems into solutions.
• Empathy and a desire to help people.
• The ability to connect and talk with colleagues across the business.
• Many customers call about repairs, so knowing what can go wrong in a home is helpful.
• We need people who stay calm and confident when helping with emergency calls.
  SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.