At a Glance
- Tasks: Manage customer enquiries and repair requests via email, ensuring top-notch service.
- Company: Join a supportive team at Shared Services Connected Ltd, a leader in public sector services.
- Benefits: Enjoy 25 days annual leave, health cash plan, life assurance, and pension.
- Other info: Flexible working arrangements available to promote work/life balance.
- Why this job: Make a real difference to customers while working independently during night shifts.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 26298 - 26298 £ per year.
Do you thrive working independently at night, taking ownership of your workload and making a real difference to customers when they need support most? We're looking for a Customer Service Advisor (Nights) to join our FDIS Service team supporting customers living in military housing. This is an exciting opportunity to join a close-knit night shift team where you'll play a key role in ensuring repair requests and customer enquiries are handled efficiently and professionally.
Working alongside a small team of dedicated colleagues, you'll manage customer communications primarily through email, helping to raise and coordinate routine repair requests while ensuring exceptional customer service standards are maintained. Although you'll spend much of your shift working independently, you'll always have support available from your team and management when needed.
This is a hybrid role, with the majority of night shifts worked from home. Initial training will take place in our Liverpool office, 2 weeks of 9am-5pm, followed by monthly team engagement days in the office on the last Monday of each month, giving you the opportunity to collaborate with colleagues and stay connected as a team.
Shift Pattern: This role operates on a 4-on, 4-off rotation, working between 9:00pm and 8:00am, 365 days a year. This includes weekends, bank holidays and Christmas Day!
What you'll be doing:
- Managing customer enquiries and repair requests through email, ensuring all cases are handled accurately and within agreed service levels.
- Raising and coordinating routine repair jobs while keeping customers informed throughout the process.
- Responding to occasional telephone enquiries and escalating urgent or emergency issues appropriately.
- Prioritising and managing your own workload effectively during overnight shifts.
- Maintaining accurate records and updating customer information across internal systems.
- Working collaboratively with colleagues, supervisors and service partners to deliver an excellent customer experience.
What you'll bring:
- Previous customer service experience.
- Confidence working independently and managing your workload with minimal supervision.
- Strong resilience and the ability to remain focused in a repetitive, fast-paced environment.
- Excellent written and verbal communication skills.
- A proactive approach with a strong sense of accountability and ownership.
- Good attention to detail and the ability to follow processes accurately.
It would be great if you had:
- Experience working night shifts.
- Experience in an administrative or service coordination environment.
- Confidence using multiple systems and Microsoft Office applications.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!
Employment Type: Full-time, Permanent
Location: Liverpool
Security Clearance Level: SC
Internal Recruiter: Chloe
Salary: £26,298 per annum
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Shared Services Connected Ltd (SSCL), part of the Sopra Steria Group, is a market leader in business support services for the UK public sector. We deliver innovative solutions that help our clients operate more efficiently, allowing more resources to be focused on vital frontline services. Our people are at the heart of everything we do, creating an inclusive, supportive environment where development and career progression are encouraged and celebrated.
Customer Service Advisor (Nights) employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Nights)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sopra Steria before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (Nights)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sopra Steria:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sopra Steria!
How to prepare for a job interview at Sopra Steria
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
