Customer Services Advisor - Careline and OOH

Sovereign Network Group; Greenham; On-site; GBP 24,000 - 29,000; Part time

Benefits offered by this job

25 Days Holiday

Bank Holidays

Wellbeing days

Pension up to 12%

Life cover

Private medical insurance

Dental insurance

Critical illness cover

Gym discounts

24/7 virtual GP

Volunteer days

Job summary

Sovereign Network Group (SNG) is a large housing association 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 each year.

We are seeking a Customer Service Advisor for a 12-month fixed-term, part-time role based on-site at our Greenham Office, working 22.5 hours per week. You will be the first point of contact for our 200,000 customers, handling inquiries and

Qualifications

• Excellent customer service and communication skills.
• Ability to stay calm with complex calls and high volume.
• Full UK driving licence and own transport required for shifts.

Responsibilities

• Answer and resolve customer inquiries in an alarm response centre.
• Assist with Housing, Repairs and Complaints as needed.
• Support 24/7 operations and follow quality guidelines.

Skills

Customer service

Resilience

Communication

Problem solving

Empathy

Teamwork

Computer skills

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 12 Month Fixed Term, Part Time opportunity to join our team in our Greenham Office, working 22.5 hours per week. This role will be based on-site, and is not a hybrid role.

Salary: £16,380 ( £26,936 Full Time Equivalent)

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:

3 shifts a week (22.5 hours total)

1 x 7.5 hour shift on a Thursday

7.5 hour shift on Saturday & Sunday (Flexi shift will be between the hours of 7am - 11pm). End date 23/11.

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.