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Sovereign Network Group; Thatcham; On-site; GBP 22,000 - 32,000; Full time

Job summary

Sovereign Network Group is seeking a Customer Services Advisor for its Greenham Office. This permanent, on-site role sits in the alarm response centre, operating a 24/7 blue light service for customers.

You will answer questions, assist with housing, repairs, and complaints, and may work solo on night shifts with escalation support available 24/7. Shifts are a rolling rota including weekends, with hours from 7am–3pm, 3pm–11pm, and flexi shifts.

Qualifications

• Customer service experience with the ability to listen well.
• Resilience to handle complex and difficult calls.
• Good computer skills and ability to use multiple systems.
• Empathy and a desire to help people.
• Ability to connect with colleagues across the business.
• Knowledge of home repairs calls is helpful.

Responsibilities

• Answer incoming customer questions and resolve issues.
• Handle housing, repairs, and complaints as needed.
• Follow Call Quality guidelines to achieve resolution.
• Work on night shifts to cover holidays or staff absence when required.
• Use various systems while talking to customers.

Skills

Customer service

Active listening

Resilience

Computer skills

Empathy

Communication

Problem solving

Team collaboration

Tools

CRM systems

Job description

Customer Services Advisor - Careline and OOH

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.