Customer Service Advisor (Fixed Term)

We have a fantastic opportunity to join Sovereign Network Group as a Customer Service Advisor on a fixed term basis until the end of March 2026.

You\’ll be based from our office in Hertford, Hertfordshire. This role will be office based for the first 6 months, with the opportunity to combine office and home working following successful training to ensure a positive work/life balance.

It\’s a really exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

The Role

You\’ll be the first point of contact for SNG, speaking with our customers and supporting them with a range of queries and liaising with colleagues across the business for resolutions where necessary.

You will be working on a rota basis between 8.00am and 6.00pm Monday to Friday. The first 6 months will be based in our Hertford office then we can offer you hybrid working.

The types of queries you will help our customers with include reporting of repairs, payment of rent, complaints, reporting ASB and general enquiries around rehousing and corporate issues. Responsibilities include:

• Ensuring an excellent and high-quality customer experience for our customers is achieved by being part of a team that is responsive to their needs, delivering resolutions where possible
• Recording relevant details in our systems, enabling accurate diagnosis of issues and the provision of appropriate responses
• Communicating effectively with customers, providing clear accurate information and advice in a professional manner on the telephone and in writing. This includes undertaking outbound calls where appropriate
• Working collaboratively with colleagues in the team and across other departments to ensure customers receive a timely response to their queries

What we need from you

• Experience of working in a customer services environment, ensuring focus on customer experience and resolution of queries
• Demonstrable ‘can-do\’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issues quickly and efficiently
• Excellent interpersonal skills, demonstrating both empathy and resilience to ensure you identify customers needs effectively
• Excellent verbal and written communication skills
• Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer
• Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages)

Our benefits

We have some fantastic benefits on offer at SNG, including:

• £450 flex-pot annually, discounted shopping & cycling scheme
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Company pension scheme matched up to 12%, life cover at 4x your salary
• Flexible working – we\’re committed to giving people flexibility as widely as possible
• Options for private medical insurance, dental insurance & critical illness cover

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.

It is an exciting time to be joining SNG. If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!

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