Customer Service Advisor & Careline

Sovereign Housing Association Limited; Thatcham; On-site; GBP 20,000 - 25,000; Part time

Job summary

A leading housing association in the UK is seeking a part-time Customer Service Advisor for their alarm response centre in Thatcham. This role involves answering customer queries and ensuring support through resilience and empathy, working 6-11pm on rotating days, including weekends. Required skills include excellent customer service, problem-solving abilities, and good computer skills. Benefits include generous holiday allowance, a pension scheme, and wellbeing support. A full UK driving licence is essential.

Benefits

25 Days Holiday + Bank Holidays

Option to buy or sell holiday

Extra paid Wellbeing days

Generous matched pension scheme

Enhanced maternity/adoption pay

Private medical insurance options

Wellbeing discounts

Qualifications

• Great customer service skills and ability to listen effectively.
• Experience handling complex and difficult calls.
• Full UK driving licence and own transport are essential.

Responsibilities

• Answer all incoming customer questions and make outgoing calls.
• Assist with Housing, Repairs, Complaints, and other requests.
• Follow Call Quality guidelines aiming for swift resolution.

Skills

Customer service skills

Resilience

Good computer skills

Problem-solving

Empathy

Communication

Job description

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.

What is a Customer Service Advisor at SNG?

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.

We have a Part Time Fixed Term opportunity until January 2027, working 10 hours per week to join our team in our Greenham Office. This role will be based on-site, and is not a hybrid role

The Role:

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:

Working 6-11pm across 2 days a week, these 2 days will rotate (including weekends)

What we look for:

• 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.

Your Benefits:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Option to buy or sell holiday as part of our flexible benefits package
• 3 extra paid 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

We offer flexible working, training opportunities, and a chance to do meaningful work. We believe in inclusion for all and want to create a workplace where everyone can succeed