On-Site Out-of-Hours Customer Service Advisor (24/7)

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 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.