Customer service advisor - Careline and Out of hours

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

Job summary

Join a leading housing association as an Out of Hours Customer Service Advisor. You'll be the first point of contact for customers, resolving queries in a supportive environment. This role requires resilience and excellent communication skills, with opportunities for career development and a range of benefits.

Benefits

Daily Standby Allowance (£10 per shift)

£450 Yearly Flexible Benefit Pot

Flexible Working

25 Days Holiday + Bank Holidays

Generous Pension Scheme (up to 12%)

Life Cover

Recognition Scheme with Retail Vouchers

Wellbeing Discounts (Gym Memberships)

Qualifications

• Great customer service skills and ability to actively listen.
• Resilience for handling complex calls.
• Good computer literacy and ability to use multiple systems.

Responsibilities

• Answer inbound customer queries and make outbound contacts.
• Support queries in Housing, Repairs, and Complaints.
• Adhere to Call Quality guidelines and resolution.

Skills

Customer Service

Active Listening

Resilience

Computer Literacy

Problem Solving

Empathy

Communication

Job description

What is a Customer Service Advisor at SNG?

Our Customer Service Advisors are at the centre of what we do. The team is the first point of contact for our 140,000 customers. They rely on us to be there when they need support, and you will be owning and resolving their queries.

We have an opportunity to join our team on a Fixed Term basis until April 2026, working Friday, Saturday and Sunday.

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 inbound customer queries, and where required make outbound contacts with customers.

You'll offer support to queries in Housing, Repairs, Complaints, and all other business service areas as required, adhering to Call Quality guidelines and resolution. Due to the shift times and transport links to Greenham a full UK driver's license and your own transport is essential.

After training, there may be times when a lone night shift is required, and this could be to cover annual leave or staff absence; escalation support is available 24/7.

Shifts: Friday 7am - 8.30pm, Saturday 7am - 7.30pm, and Sunday 7am - 7.30pm

Please note: This role will be based on-site at our Greenham office, this role is not a hybrid role.

What we look for

• We are looking for people with great customer service skills who have the ability to actively listen.
• Our calls can be complex and difficult so you will need to be resilient.
• We need you to have good computer literacy. We use multiple systems which you will be using while talking to our customers.
• The ability to turn a problem into a solution.
• Empathy and a passion for helping people.
• The ability to connect and communicate with colleagues across the business.
• Many of our customers call about repairs, so an understanding of what can happen in a home is an advantage.
• We operate an alarm response centre so we're looking for individuals with a calm and confident approach when supporting customer emergency responses.

What we offer you

As a member of the Customer Services Team you will be part of an engaging, friendly and supportive working environment. Your Team Manager will be focussed on bringing out the best in you, giving back what you put in.

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.

Some of our benefits include:

• Night shift advisors claim a daily standby allowance rate of £10 per shift.
• £450 yearly flexible benefit pot to use against benefits of your choice
• 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
• You will be a part of our Recognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships

About us

We are now the 6th largest housing association by size - with almost 3000 colleagues, over 84,000 homes and over 210,000 customers across London and the South. Everything we earn, we reinvest so that our customers - now and in the future - have a sustainable home in a thriving community.