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- Tasks: Transform customer engagement and enhance service delivery through data analysis.
- Company: Join SNG, a dynamic team focused on affordable housing and community impact.
- Benefits: Enjoy 25 days holiday, wellbeing days, and a generous pension scheme.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Passion for customer service and strong analytical skills required.
- Other info: Flexible working options and a supportive environment for growth.
The predicted salary is between 32000 - 38000 £ per year.
Do you have strong analytical skills and a drive to improve customer service delivery? We have a new opportunity for a Customer Service Delivery Specialist to join our Customer Service Management Centre (CSMC) Team based in either Hertford or Basingstoke. You'll need to be able to come in the office regularly during your initial training, but we'll offer more hybrid working as you grow in confidence. This is a full-time permanent role where we are offering a starting salary of £32,000 - £38,000 depending on experience.
The role: As our Customer Service Delivery Specialist, you will play a pivotal role in transforming how we engage with our customers. You'll provide support in the delivery of our customer choice/digital strategies, ensuring a seamless, consistent experience across all of our channels. You'll be using your analytical skills to look at our data, identify trends and map our customer journey, constantly looking for ways to improve our customers' omni-channel experience. This is an exciting opportunity to be part of making a real difference to our service delivery.
What we are looking for:
- Someone who is passionate about delivering first-class customer service with an ability to analyse and interpret data.
- Experience of collaborative working with key stakeholders is key to providing a unified customer experience.
Your additional skills:
- An understanding of working in a contact centre environment with an omnichannel strategy.
- Exceptional communication skills, building rapport with a wide range of internal and external stakeholders will be crucial.
- The ability to handle challenging customer situations with empathy, professionalism, and resilience.
- Knowledge of relevant housing legislation, regulations, and best practices, with a commitment to ensuring compliance and safeguarding procedures.
What we can offer you: As a member of the Customer Services Team you will be part of a friendly, dynamic and supportive working environment. 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.
Benefits:
- 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/adoption pay.
- Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service).
- 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.
About us: It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we have over 200,000 customers, provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations. We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.
Customer Service Delivery Specialist employer: SNG (Sovereign Network Group)
Contact Detail:
SNG (Sovereign Network Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Delivery Specialist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on SNG and their values. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your analytical skills can improve customer service delivery, as that's a big part of the role.
✨Tip Number 3
Show off your data skills! Be ready to discuss specific examples of how you've used data to drive improvements in customer service. This will demonstrate your ability to analyse trends and enhance the customer journey.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds!
We think you need these skills to ace Customer Service Delivery Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Delivery Specialist role. Highlight your analytical skills and any relevant experience in customer service, as this will show us you’re a great fit for the position.
Showcase Your Passion: We want to see your enthusiasm for delivering first-class customer service! Use your application to share examples of how you've gone above and beyond for customers in the past, and how you can bring that same energy to our team.
Be Data-Driven: Since the role involves analysing data to improve customer experiences, include any relevant experience you have with data analysis. Share specific instances where your insights led to positive changes in service delivery.
Apply Through Our Website: Don’t forget to apply through our careers site! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you can learn more about our values and what it’s like to work at SNG.
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service knowledge, especially in relation to omnichannel strategies. Be ready to discuss how you've improved customer experiences in the past and how you can apply that to SNG's goals.
✨Show Off Your Analytical Skills
Prepare to talk about specific examples where you've used data to identify trends or improve service delivery. Think of a story that highlights your analytical prowess and how it led to tangible results.
✨Practice Empathy and Communication
Since you'll be dealing with challenging situations, practice how you would handle difficult customer interactions. Use role-play scenarios to demonstrate your empathy and professionalism, which are key for this role.
✨Research SNG and Its Values
Familiarise yourself with SNG’s mission and values. Understanding their commitment to community and customer service will help you align your answers with what they’re looking for, showing that you're genuinely interested in being part of their team.
