Customer Services Advisor - Careline and OOH

SNG (Sovereign Network Group); Thatcham; Presencial; GBP 15 000 - 18 000; Tempo parcial

Resumo da oferta

SNG (Sovereign Network Group) is seeking a Customer Service Advisor for its Greenham Office in England. This 12-month fixed-term, part-time role is 22.5 hours per week and on-site only, requiring a full UK driving licence and own transport. You will handle housing, repairs, complaints, and other customer queries in a 24/7 alarm response setting.

The role emphasizes empathy, resilience, and the ability to use multiple systems while delivering quality service to over 200,000 customers.

Qualificações

• 12-month fixed-term contract.
• Part-time role at 22.5 hours per week.
• On-site role at Greenham Office, not hybrid.
• Full UK driving licence and own transport preferred.

Responsabilidades

• Answer incoming customer questions and provide resolution.
• Assist with Housing, Repairs and Complaints as needed.
• Follow Call Quality guidelines and escalate where required.
• Support out-of-hours calls in the alarm response centre.

Conhecimentos

Customer service

Resilience

Computer skills

Problem solving

Empathy

Communication

Teamwork

Ferramentas

CRM software

Descrição da oferta de emprego

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.