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Sovereign Network Group; Hertford; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Sovereign Network Group in Hertford is seeking Customer Service Advisors to be the first point of contact for residents, handling a range of queries with empathy and accuracy.

The role is full time, 37 hours weekly, on a rota between 8.00am and 6.00pm, initially based in Hertford then hybrid. Salary circa £28,000, with training and ongoing support.

Qualifications

• Experience in busy customer service delivering resolutions.
• Great customer experience focus and problem solving.
• Excellent IT skills and CRM system adaptability.

Responsibilities

• Speak with customers to support their range of queries.
• Record relevant details in company systems for accurate diagnosis.
• Liaise with colleagues across departments for timely resolutions.
• Provide clear, professional information and advice to customers.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

IT skills

Tools

CRM systems

MS Office

Outlook

Job description

Our Customer Service Advisors are at the centre of what we do. The team is the first point of contact for our customers. They rely on us to be there when they need support and you will be owning and resolving their queries.

Our current positions are for full time, permanent and 12 month Fixed Term Customer Service Advisors working 37 hours a week.

You will be working on a rota basis between 8.00am and 6.00pm Monday to Friday. The first 6 months will be based in our Hertford office then we can offer you hybrid working.

We offer a starting salary of circa £28,000.

The Role

You’ll be speaking to our customers and supporting them with a range of queries and liaising with colleagues across the business for answers where needed.

You could be reporting repairs, answering questions about rent payments, complaints, reporting anti social behaviour and general enquiries around rehousing and SNG.

You’ll ensure an excellent customer experience by being part of an amazing team that responds to our customers needs and delivers resolutions where possible

You will record relevant details in our systems, enabling an accurate diagnosis of issues and provision of appropriate responses

You’ll communicate effectively making sure we give our customers clear, accurate information and advice in a professional manner

You will Work collaboratively with colleagues in the team and across other departments to ensure customers receive a timely response to their queries

What we need from you

We need you to have experience of working in a busy customer service environment where you have focused on a great customer experience and the resolution of customer queries.

We are looking for:

• A 'can-do' attitude and the ability to respond in a professional manner, to make sure our customers have a great customer experience
• Excellent interpersonal skills, and the ability to consider our customers needs with empathy and resilience
• Excellent verbal and written communication skills
• The ability to take responsibility for the service you deliver to our customers along with good timekeeping and reliability
• Excellent IT skills including MS Office, Outlook and the ability to adapt to our customer relationship management (CRM) systems

The start date for this role is Friday 6th November

Interviews will take place in Hertford on Monday 12th and Tuesday 13th October.