Customer Services Advisor - Careline and OOH

Sovereign Housing Association Limited; Thatcham; On-site; GBP 25,000 - 30,000; Part time

Job summary

A prominent housing association in Thatcham is seeking a Customer Service Advisor for a part-time role focused on assisting over 200,000 customers. The position involves answering inquiries in a 24/7 alarm response center and requires excellent communication and problem-solving skills. Candidates must have a full UK driving license for transportation. Benefits include generous holiday, pension schemes, and options for private medical insurance. This is a significant opportunity for individuals committed to customer support and crisis management.

Benefits

25 Days Holiday + Bank Holidays

Option to buy or sell holiday

Wellbeing days and volunteering days

Matched pension scheme up to 12%

Enhanced maternity/adoption and paternity pay

Options for private medical insurance

Gym Membership discounts

Qualifications

• Ability to handle complex customer inquiries calmly.
• Experience in a customer service environment preferred.
• Full UK driving license and own transport required.

Responsibilities

• Answer incoming customer questions in a timely manner.
• Make outgoing calls to resolve inquiries as necessary.
• Follow Call Quality guidelines to ensure customer satisfaction.
• Assist customers with housing, repairs, and complaints.

Skills

Customer service skills

Resilience

Good computer skills

Problem-solving skills

Empathy

Communication skills

Job description

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 Part Time Fixed Term opportunity until October 2026, working 25.8 hours per week 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:

Working 10:45pm-07:24am Friday & Saturday. 10:45pm-07:15am Sunday

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.

Your Benefits:

As part of the Customer Services Team, you'll join a friendly and helpful team. Your manager will help you do your best work.

We offer great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Option to buy or sell holiday as part of our flexible benefits package
• 3 extra paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• 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

We offer flexible working, training opportunities, and a chance to do meaningful work. We believe in inclusion for all and want to create a workplace where everyone can succeed