At a Glance
- Tasks: Be the go-to person for customer queries and ensure a smooth retrofit experience.
- Company: Join Sovereign Network Group, a company dedicated to inclusion and customer care.
- Benefits: Enjoy 25 days holiday, wellbeing days, and a generous pension scheme.
- Other info: Great career growth opportunities in a supportive and dynamic environment.
- Why this job: Make a real difference by helping customers achieve warmer, energy-efficient homes.
- Qualifications: Experience in customer care and strong communication skills are essential.
The predicted salary is between 25936 - 30000 £ per year.
We're looking for a Customer Care Coordinator to join our Retrofit Delivery team and help deliver an excellent customer experience throughout our retrofit programme. As the first point of contact for customer enquiries, you'll manage calls and emails relating to retrofit works and low-carbon technologies, carrying out triage, remote diagnostics, and case management to ensure issues are resolved safely, efficiently, and professionally.
What you'll do:
- Act as the first point of contact for retrofit customer enquiries and complaints.
- Conduct initial triage and video diagnostics to identify issues and determine next steps.
- Manage customer cases, ensuring accurate records and timely updates.
- Coordinate appointments, contractor visits, and follow-up actions.
- Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues.
- Support complaint handling and help identify opportunities to improve the customer experience.
What we're looking for:
- Experience in customer care, contact centres, repairs, housing, construction, aftercare, or retrofit environments.
- Strong communication and problem-solving skills.
- Ability to manage customer issues through to resolution.
- Confidence using digital platforms, CRM, and case management systems.
- Excellent organisation and attention to detail.
Desirable:
- Experience in social housing, retrofit delivery, renewable technologies, repairs diagnostics, or defects management.
This is a fantastic opportunity to play a key role in supporting customers while contributing to the delivery of warmer, safer, and more energy-efficient homes.
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 wellbeing days and 2 paid volunteering days
- Generous matched pension scheme up to 12% and Life cover at 4x salary
- Enhanced maternity/paternity/adoption pay
- 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
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.
Coordinator - Retrofit Delivery Customer Care in Basingstoke employer: Sovereign Network Group
At Sovereign Network Group, we pride ourselves on being an excellent employer, offering a supportive work culture where your health and safety is paramount. With competitive salaries, generous benefits including 25 days holiday plus bank holidays, and opportunities for personal growth, you will find meaningful work that truly makes a difference in the community. Join our dedicated team in Wiltshire and enjoy the unique advantage of a company van and fuel card, ensuring you can focus on delivering quality homes without financial worry.
StudySmarter Expert Advice🤫
We think this is how you could land Coordinator - Retrofit Delivery Customer Care in Basingstoke
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sovereign Network Group. 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 Sovereign Network Group 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 Coordinator - Retrofit Delivery Customer Care in Basingstoke
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 Sovereign Network Group:Your cover letter is your chance to shine! Tell us why you want to work at Sovereign Network Group 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 Sovereign Network Group!
How to prepare for a job interview at Sovereign Network Group
✨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.
