Customer Services Advisor

SNG (Sovereign Network Group); Hertford Heath; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

SNG (Sovereign Network Group) in Hertford is seeking Customer Service Advisors to be the frontline, owning and resolving customer queries. The role is full-time, permanent with 12-month fixed term option; 37 hours per week on a rota 8:00–18:00, Monday to Friday.

Initial 6 months based in Hertford office, then hybrid working. You will handle diverse queries—repairs, rent payments, complaints and rehousing—delivering clear, accurate information and collaborating with colleagues to provide timely

Qualifications

• Experience in a busy customer service environment focused on great customer experience and resolving queries (≤140 chars).
• Can-do attitude and professional manner to ensure great customer experience (≤140 chars).
• Excellent interpersonal skills, empathy and resilience (≤140 chars).
• Excellent verbal and written communication skills (≤140 chars).
• Ability to take responsibility for service with good timekeeping and reliability (≤140 chars).
• Excellent IT skills including MS Office, Outlook and CRM systems (≤140 chars).

Responsibilities

• Speak to customers and support them with a range of queries, liaising with colleagues for answers (≤140 chars).
• Record relevant details in systems enabling accurate diagnosis and responses (≤140 chars).
• Communicate clearly providing accurate information and advice in a professional manner (≤140 chars).
• Work collaboratively with team and other departments to ensure timely responses (≤140 chars).
• Handle queries about repairs, rent payments, complaints, anti-social behaviour and rehousing (≤140 chars).
• Contribute to excellent customer experience as part of an amazing team (≤140 chars).

Skills

Customer service experience

Communication skills

Team player

Time management

Tools

CRM systems

MS Office / Outlook

Job description

Our Customer Service Advisors are at the centre of what we do. The team is the first point of contact for 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, permanent and 12 month Fixed Term 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 Hertford office then we can offer you hybrid working.

We offer a starting salary of circa £28,000.

The Role

You will be speaking to our customers and supporting them with a range of queries and liaising with colleagues across the business for answers where needed.

You could be reporting repairs, answering questions about rent payments, complaints, reporting anti social behaviour and general enquiries around rehousing and SNG.

• You'll ensure an excellent customer experience by being part of an amazing team that responds to our customers needs and delivers resolutions where possible
• You will record relevant details in our systems, enabling an accurate diagnosis of issues and provision of appropriate responses
• You'll communicate effectively making sure we give our customers clear, accurate information and advice in a professional manner
• You will Work collaboratively with colleagues in the team and across other departments to ensure customers receive a timely response to their queries

What we need from you

We need you to have experience of working in a busy customer service environment where you have focused on a great customer experience and the resolution of customer queries.

We are looking for:

• A 'can-do' attitude and the ability to respond in a professional manner, to make sure our customers have a great customer experience
• Excellent interpersonal skills, and the ability to consider our customers needs with empathy and resilience
• Excellent verbal and written communication skills
• The ability to take responsibility for the service you deliver to our customers along with good timekeeping and reliability
• Excellent IT skills including MS Office, Outlook and the ability to adapt to our customer relationship management (CRM) systems

The start date for this role is Friday 6th November

Interviews will take place in Hertford on Monday 12th and Tuesday 13th October.