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- Tasks: Support customers by resolving queries in a fast-paced, dynamic environment.
- Company: Join SNG, a leading housing association making a real difference in people's lives.
- Benefits: Enjoy flexible working, generous holiday, and a £450 yearly benefits pot.
- Why this job: Be part of a supportive team that values your growth and makes an impact.
- Qualifications: Great customer service skills, resilience, and good computer literacy required.
- Other info: Full UK driver's license and own transport essential for this on-site role.
The predicted salary is between 24000 - 36000 £ per year.
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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.
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 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. Due to the shift times and transport links to Greenham a full UK driver\’s license and your own transport is essential.
After training, there may be times when a lone night shift is required, and this could be to cover annual leave or staff absence; escalation support is available 24/7.
Shifts: Rota – shifts of 7am-3pm and 3pm-11pm, plus flexi shifts 1-9pm or 8am-4pm.
Please note: This role will be based on-site at our Greenham office, this role is not a hybrid 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 into a solution.
- Empathy and a passion for helping people.
- The ability to connect and communicate with colleagues across the business.
- Many of our customers call about repairs, so an understanding of what can happen in a home is an advantage.
- We operate an alarm response centre so we\’re looking for individuals with a calm and confident approach when supporting customer emergency responses.
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
- Night shift advisors claim a daily standby allowance rate of £10 per shift.
- £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
We are now the 6th largest housing association by size – with almost 3000 colleagues, over 84,000 homes and over 210,000 customers across London and the South.
We do makes a real difference to people\’s lives and by joining us you can share the satisfaction of doing something that really matters.
We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Have a look at our careers site to learn more about us and our values.
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Out of Hours Customer Service Advisor employer: SNG (Sovereign Network Group)
Contact Detail:
SNG (Sovereign Network Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the types of queries you might encounter as an Out of Hours Customer Service Advisor. Understanding common issues related to housing, repairs, and complaints will help you respond confidently and effectively during the interview.
✨Tip Number 2
Demonstrate your resilience and problem-solving skills by preparing examples from your past experiences where you've successfully handled difficult customer interactions. This will show that you can remain calm under pressure, which is crucial for this role.
✨Tip Number 3
Since the role requires good computer literacy, practice using multiple systems simultaneously. You could simulate a customer service scenario where you need to access different information while communicating with a customer to showcase your multitasking abilities.
✨Tip Number 4
Research SNG's values and commitment to equality, diversity, and inclusion. Being able to articulate how your personal values align with theirs during the interview can set you apart as a candidate who truly fits their culture.
We think you need these skills to ace Out of Hours Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Out of Hours Customer Service Advisor position. Understand the key responsibilities and required skills, such as customer service experience, resilience, and computer literacy.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your customer service background, problem-solving abilities, and any experience in handling complex queries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people and your ability to remain calm under pressure. Use specific examples from your past experiences to demonstrate how you meet the qualifications outlined in the job description.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Showcase Your Customer Service Skills
As an Out of Hours Customer Service Advisor, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or handled difficult situations with empathy and professionalism.
✨Demonstrate Resilience
The role can involve complex and challenging calls. Be ready to discuss how you've managed stress or difficult conversations in the past. Highlight your ability to stay calm under pressure, as this will be key in a fast-paced environment.
✨Familiarise Yourself with the Role
Understand the specifics of the Out of Hours Customer Service Advisor position. Research SNG and their services, especially around housing and repairs. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle various customer queries, especially emergency situations. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively.