Customer Services Advisor - Careline and OOH

Sovereign Network Group; Greenham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays (with

Job summary

Sovereign Network Group in the Greenham area is hiring a permanent on-site Customer Service Advisor for our alarm response centre, supporting a 24/7 blue light service. As Out of Hours Advisor you will answer incoming questions and, when needed, make outgoing calls.

You will handle Housing, Repairs and Complaints following Call Quality guidelines, with full UK driving licence and own transport essential due to shift times and location.

Qualifications

• Excellent customer service skills with active listening.
• Ability to stay calm and professional during challenging calls.
• Proficient with computer systems and multi-application workflows.
• Willingness to learn call handling and quality guidelines.

Responsibilities

• Answer incoming customer questions for Housing, Repairs, and other queries.
• Make outgoing calls when needed to resolve issues.
• Follow Call Quality guidelines and aim for resolution.
• Work in a 24/7 alarm response centre on a rolling rota, including weekends.

Skills

Customer service

Resilience

Computer skills

Problem solving

Empathy

Team communication

Job description

Salary: £26,936.00 - £26,936.00 Per year

SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.

What is a Customer Service Advisor at SNG?

Our Customer Service Advisors are at the heart of what we do. The team is the first point of contact for our 200,000 customers. They count on us when they need support, and you will handle and solve their questions.

We have a Permanent opportunity to join our team in our Greenham Office. This role will be based on-site, and is not a hybrid role

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 incoming customer questions, and when needed make outgoing calls to customers.

You'll help with Housing, Repairs, Complaints, and other matters as needed, following Call Quality guidelines and aiming for resolution. Because of the shift times and transport links to Greenham, a full UK driving licence and your own transport is essential.

After training, you may need to work alone on night shifts to cover holidays or staff absence; escalation support is available 24/7.

Shifts:

A rolling rota including Weekends. Working hours between 7am-3pm, 3pm-11pm and flexi shifts.

What we look for:

• People with great customer service skills who can listen well.
• Our calls can be complex and difficult so you need to be resilient.
• Good computer skills. You will use many systems while talking to our customers.
• The skill to turn problems into solutions.
• Empathy and a desire to help people.
• The ability to connect and talk with colleagues across the business.
• Many customers call about repairs, so knowing what can go wrong in a home is helpful.
• We need people who stay calm and confident when helping with emergency calls.

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.