Customer Service Delivery Specialist

Sovereign Housing Association Limited; Basingstoke; Hybrid; GBP 32,000 - 38,000; Full time

Job summary

A housing association in the UK invites applications for a Customer Service Delivery Specialist role. The successful candidate will enhance customer engagement and support digital strategies in a dynamic environment. Ideal candidates will demonstrate exceptional communication skills and have a robust understanding of customer service principles. Benefits include flexible working arrangements and generous holiday packages.

Benefits

Flexible working

25 Days Holiday + Bank Holidays

Generous pension scheme matching up to 12%

Wellbeing discounts including Gym Memberships

Qualifications

• Passionate about delivering first class customer service.
• Ability to analyse and interpret data to drive service improvements.
• Knowledge of relevant housing legislation, regulations, and best practices.

Responsibilities

• Provide support in delivering customer choice/digital strategies.
• Ensure a seamless experience across all channels.

Skills

Exceptional communication skills

Ability to handle challenging customer situations

Understanding of contact centre environment with omnichannel strategy

Job description

We have a new opportunity for a Customer Service Delivery Specialist to join our Customer Service Management Centre (CSMC) Team based in either Hertford or Basingstoke.

We offer hybrid working at SNG, you'll need to be able to come in to the office regularly during your initial training.

This is a full time permanent role where we are offering a starting salary of £32,000 - £38,000 depending on experience.

The role:

The CSMC is our main point of contact. As our Customer Service Delivery Specialist, you will play a pivotal role in transforming how we engage with our customers. The role will provide support in the delivery of customer choice/digital strategies. Ensuring a seamless, consistent experience across all channels. This is an exciting journey to be part of as we enhance our omni-channel offering.

What we are looking for:

Someone who is passionate about delivering first class customer service with an ability to analyse and interpret data to drive service improvements. Collaborative working with key stakeholders is key to providing a unified customer experience.

Your additional skills:

• An understanding of working in a contact centre environment with an omnichannel strategy
• Exceptional communication skills, building rapport with a wide range of internal and external stakeholders will be crucial
• The ability to handle challenging customer situations with empathy, professionalism, and resilience
• Knowledge of relevant housing legislation, regulations, and best practices, with a commitment to ensuring compliance and safeguarding procedures

What we can offer you

As a member of the Customer Services Team you will be part of a friendly, dynamic and supportive working environment.

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:

• 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
• A wide selection of other benefits available

About us

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.