Customer Services Advisor

SNG (Sovereign Network Group); Basingstoke; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays (incr.

Buy/Sell Holiday option

Wellbeing days and volunteering days

Pension 12% and Life cover 4x salary

Private medical and dental insurance

Gym discounts and 24/7 virtual GP

Job summary

Sovereign Network Group (SNG) is recruiting a Customer Service Advisor to handle queries from our customer base. You will be the first point of contact for about 140,000 customers, resolving issues with a focus on service quality.

Role is full-time, 37 hours per week, on a rota basis between 8am and 6pm, Monday to Friday. Initially based in Basingstoke, hybrid working becomes available after six months as you settle in and progress.

Qualifications

• Excellent customer service skills with active listening.
• Ability to handle complex calls and stay resilient.
• Good computer literacy and experience with multiple systems.
• Ability to turn problems into solutions with empathy.
• Strong communication with colleagues across the business.

Responsibilities

• Be the first point of contact for customers and own query resolution.
• Handle a high volume of calls and emails.
• Work on a rota between 8:00am and 6:00pm, Monday to Friday.
• Collaborate with colleagues across the business.

Skills

Customer service

Active listening

Resilience

Computer literacy

Problem solving

Empathy

Communication

Home repairs knowledge

Job description

Salary:

£25,936.00 - £25,936.00 Per year

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

Our current positions are for full time Customer Service Advisors working 37 hours a week. You will be working on a rota basis between 8.00am and 6.00pm Monday to Friday. The first 6 months will be based in our Basingstoke office, then we can offer you hybrid working.

We offer a starting salary of £25,936. As you grow your skills in the Contact ServicesTeam you will have the opportunity to be part of our progression programme which offers additional responsibility and training as well as an increase in salary.

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 in to a solution.

• Empathy and a passion for helping people.

• The ability to connect and communicate with colleagues across the business.

• The majority of our customers call about repairs, so an understanding of what can happen in a home is an advantage.

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.

Our head office in Basing View, Basingstoke offers a great space to work in. We provide everything you need to start work in our light, spacious and friendly office environment. There is even free tea and coffee and a subsidised café!

Job Description

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 wellbeing days and 2 paid volunteering days

• Generous matched pension scheme up to 12% and Life cover at 4x salary

• Enhanced maternity/paternity/adoption pay

• 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

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. 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.