Customer service Advisor - Careline & Out of hours

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

Job summary

A housing association is seeking a Customer Service Advisor to join their Greenham Office. The role involves answering customer queries, providing support for repairs and handling emergency responses. Ideal candidates will have strong customer service skills, resilience, and computer literacy. Benefits include up to 30 days of holiday, wellbeing days, and a generous pension scheme.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package

3 paid Wellbeing days

Generous matched pension scheme

Private medical insurance options

Wellbeing discounts

Qualifications

• Proven customer service experience.
• Ability to handle complex and difficult calls.
• Understanding of home repairs is an advantage.
• Calm and confident approach during emergencies.

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 skills

Active listening

Resilience

Computer literacy

Problem-solving

Empathy

Communication

Job description

SNG(Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes.

We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.

Overview

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 200,000 customers. They rely on us to be there when they need support, and you will be owning and resolving their queries.

We have a Permanent opportunity to join our team in our Greenham Office, working Friday, Saturday, 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:

7am - 8.30pm Friday

7am - 7.30pm Saturday

7am - 7.30pm Sunday

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

Requirements

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.

Benefits

Your Benefits:

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 have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% andLife 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, professional development opportunities, and a chance to be part of something meaningful. We\'re passionate about inclusion for all and creating a workplace where everyone can thrive.