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For Companies At a Glance
- Tasks: Be the first point of contact for 200,000 customers and resolve their queries.
- Company: Join SNG, a dynamic company providing homes and investing in communities.
- Benefits: Enjoy 25 days holiday, wellbeing days, and a generous pension scheme.
- Why this job: Make a real difference by helping people in need and supporting emergency responses.
- Qualifications: Great customer service skills, resilience, and good computer literacy required.
- Other info: Engaging work environment with opportunities for professional development and inclusion.
The predicted salary is between 24000 - 36000 £ per year.
SNG(Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes.
We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.
Overview
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 200,000 customers. They rely on us to be there when they need support, and you will be owning and resolving their queries.
We have a Permanent opportunity to join our team in our Greenham Office, working Friday, Saturday, Sunday.
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 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:
7am – 8.30pm Friday
7am – 7.30pm Saturday
7am – 7.30pm Sunday
Please note: This role will be based on-site at our Greenham office, this role is not a hybrid role.
Requirements
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.
Benefits
Your Benefits:
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 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 paid Wellbeing days and 2 paid volunteering days
- Generous matched pension scheme up to 12% andLife 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
We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We\\\’re passionate about inclusion for all and creating a workplace where everyone can thrive.
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Customer service Advisor - Careline & Out of hours employer: Sovereign Housing Association Limited
Contact Detail:
Sovereign Housing Association Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer service Advisor - Careline & Out of hours
✨Tip Number 1
Get to know the company! Research SNG and understand their mission and values. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think about scenarios you might face as a Customer Service Advisor and how you'd handle them. Role-playing with a friend can really help you feel more confident when it comes to the real deal.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and maybe even put in a good word for you. Plus, it shows you're proactive and keen to learn more about the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining SNG and ready to take the next step in your career.
We think you need these skills to ace Customer service Advisor - Careline & Out of hours
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've handled tough situations and turned them into positive outcomes. Remember, empathy and active listening are key!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Service Advisor role at SNG. We love seeing candidates who take this extra step.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and make sure your passion for helping people shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Sovereign Housing Association Limited
✨Know Your Role Inside Out
Before the interview, make sure you understand what a Customer Service Advisor does at SNG. Familiarise yourself with the responsibilities, especially around handling complex queries and providing support in emergency situations. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Empathy
Since this role requires a lot of interaction with customers who may be in distress, it's crucial to convey your ability to empathise. Prepare examples from your past experiences where you've successfully handled difficult situations with compassion and understanding.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you approach problem-solving. Think of specific instances where you turned a challenging situation into a positive outcome. This will show that you can think on your feet and provide effective solutions, which is key for this role.
✨Prepare for Technical Questions
As you'll be using multiple systems while assisting customers, brush up on your computer literacy. Be prepared to answer questions about your experience with technology and how you manage to stay organised while handling various tasks simultaneously.
