Customer Services Advisor - Careline and OOH

SNG (Sovereign Network Group); Thatcham; On-site; GBP 21,000 - 26,000; Full time

Job summary

SNG (Sovereign Network Group) is seeking a Permanent, on-site Customer Service Advisor at the Greenham Office to handle 200,000 customers in our alarm response centre. The role covers housing, repairs, and complaints, with night shifts and a full UK driving licence required.

You will work in a fast-paced team, upholding Call Quality guidelines and providing solutions. Shifts include weekends on a rolling rota, with hours between 7am-3pm, 3pm-11pm, and flexi shifts.

Qualifications

• Strong customer service skills essential for handling varied inquiries.
• Able to listen actively and turn problems into solutions.
• Comfort with multiple systems and home-related knowledge helpful.
• Calm, empathetic, and resilient under pressure.

Responsibilities

• Answer incoming customer questions in a 24/7 alarm response context.
• Make outgoing calls to customers as needed and maintain contact history.
• Assist with housing, repairs and complaints following quality guidelines.
• Work shifts including nights; follow escalation processes as required.
• Maintain professionalism while supporting customers and colleagues.

Skills

Excellent customer service

Active listening

Computer literacy

Problem solving

Empathy

Team communication

Knowledge of repairs

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 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.