Customer Services Advisor - Careline and OOH
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What you'll do
- Handle and solve customer questions as the first point of contact
- Answer all incoming customer questions in an alarm response centre operating a blue light service 24/7
- Make outgoing calls to customers when needed
- Help with Housing, Repairs, Complaints, and other matters as needed
- Follow Call Quality guidelines and aim for resolution
- Work alone on night shifts to cover holidays or staff absence after training
What they're looking for
- Full UK driving licence
- Own transport
Nice to have
- Knowing what can go wrong in a home is helpful
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Salary:
£26,936.00 - £26,936.00 Per year
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.
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/paternity/adoption pay
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.
Company
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