What is a Customer Service Advisor at SNG?
Our Customer Service Advisors are at the centre of what we do. The team is the first point of contact for our 140,000 customers. They rely on us to be there when they need support and you will be owning and resolving their queries.
As our Out of Hours Customer Service Advisor, you'll answer all inbound customer queries, and where required make outbound contacts with customers. You'll offer support to queries in Housing, Repairs, Complaints, and all other business service areas as required, adhering to Call Quality guidelines and resolution. There may also be cases where you'll be fitting alarms for residents
This role is our alarm response centre operating a blue light service for our customers 24/7, working shifts on a rota - 7am - 3pm, 3pm - 11pm and other flexible shifts including weekends.
This is a Fixed Term role until February 2025
The first 6 months will be based in our Greenham office then we can offer you hybrid working.
Please note: Public transport does not run during some of the operating hours, so your own transport is essential for this role
What we look for
- We are looking for people with great customer service skills who have the ability to actively listen
- Our calls can be complex and difficult so you will need to be resilient.
- We need you to have good computer literacy. We use multiple systems which you will be using while talking to our customers.
- The ability to turn a problem in to a solution.
- Empathy and a passion for helping people
- The ability to connect and communicate with colleagues across the business
- The majority of our customers call about repairs, so an understanding of what can happen in a home is an advantage.
What we offer you
As a member of the Customer Services Team you will be part of an engaging, friendly and supportive working environment. Your Team Manager will be focussed on bringing out the best in you, giving back what you put in.
We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.
Some of our benefits include:
- £450 yearly flexible benefit pot to use against benefits of your choice
- Flexible working
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- A chance to buy or sell holiday as part of our flexible benefits package
- A generous pension scheme matching up to 12%
- Life cover as soon as you join us
- You will be a part of our Recognition scheme where you can be gifted retail vouchers
- A range of wellbeing discounts including Gym Memberships
- A wide selection of other benefits available
About us
It's a really exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.
By joining us you can share the satisfaction of doing something that really matter