Customer Services Advisor - Careline and OOH

SNG (Sovereign Network Group); Netherhay; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Flexibility to buy/sell holidays

Wellbeing days and volunteering days

Matched pension up to 12%

Life cover 4x salary

Private medical and dental insurance

Gym membership discounts

24/7 virtual GP

Job summary

SNG (Sovereign Network Group) is recruiting a Customer Service Advisor for its Greenham office. This on-site role involves working in the alarm response centre, handling 24/7 calls and providing support on housing, repairs and complaints.

A full UK driving licence and own transport are essential, with shifts including early, late and flexible rosters. Joining the team means contributing to a fast-paced environment where quality and customer care are paramount, with weekend rostering and a

Qualifications

• Excellent customer service and listening skills.
• Able to handle complex calls and provide solutions.
• Calm, confident communication during emergencies.

Responsibilities

• Answer all incoming customer questions.
• Make outgoing calls when needed.
• Assist with Housing, Repairs and Complaints following quality guidelines.
• Aim for resolution on each interaction.

Skills

Customer service

Computer skills

Empathy

Problem solving

Communication

Resilience

Tools

CRM systems

Call centre software

Job description

Salary:£26,936.00 - £26,936.00 Per yearSNG (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 roleThe 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 DescriptionWe 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 package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt 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.