Customer Service Advisor - Careline and OOHs

Sovereign Housing Association Limited; Thatcham; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading housing association is seeking a dedicated Customer Service Advisor for their Greenham Office. You will be the first point of contact for our customers, assisting with a wide range of inquiries, while handling calls in a supportive environment. This role involves working shifts, including nights, and requires a full UK driving license for transport. If you are resilient, empathetic and enjoy helping people, this position offers great benefits and opportunities for growth.

Benefits

25 Days Holiday + Bank Holidays

Option to buy or sell holiday

3 extra paid Wellbeing days

Generous matched pension scheme

Enhanced maternity/adoption pay

Enhanced paternity pay

Flexible working options

Wellbeing discounts

Qualifications

• Ability to stay calm under pressure during emergency calls.
• Capability to connect with colleagues across the business.

Responsibilities

• Answer incoming customer inquiries and make outgoing calls as needed.
• Assist with Housing, Repairs, Complaints, and other matters.

Skills

Great customer service skills

Resilience

Good computer skills

Problem-solving skills

Empathy

Communication skills

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 Permanent opportunity 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:

3 week rolling rota including Weekends. Working hours between 7am - 11pm, and some night shifts.

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:

As part of the Customer Services Team, you’ll join a friendly and helpful team. Your manager will help you do your best work.

We offer great benefits at SNG, including:

• 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