Customer Services Advisor - Careline and OOH

SNG (Sovereign Network Group); Thatcham; Sur place; GBP 12 000 - 16 000; Temps partiel

Résumé du poste

SNG (Sovereign Network Group) is seeking a Customer Service Advisor for its alarm response centre in Greenham. The role involves handling and resolving customer queries 24/7, including housing and repairs issues, with a focus on quality and resolution.

The 12-month fixed-term, part-time position requires a full UK driving license and own transport due to shift patterns and location. Shifts are 4 days per week, between 7am and 11pm, including weekends.

Qualifications

• People with great customer service skills who can listen well.
• Calls can be complex and difficult; you need to be resilient.
• Good computer skills; you will use many systems while talking to our customers.
• Ability to turn problems into solutions.
• Empathy and a desire to help people.

Responsabilités

• Answer all incoming customer questions in the alarm response centre.
• Make outgoing calls to customers when needed.
• Assist with housing, repairs, complaints and other matters as required.
• Follow Call Quality guidelines and aim for resolution.
• Work shifts including night periods and weekends as part of the schedule.

Connaissances

Customer service

Communication

Problem solving

Computer literacy

Empathy

Teamwork

Resilience

CRM software

Outils

CRM software

Description du poste

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.

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: 4 days per week. We're flexible on hours worked between 7am - 11pm. (To be agreed). Including Weekends.

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.