At a Glance
- Tasks: Support customers with their queries and provide solutions in a fast-paced environment.
- Company: Join SNG, one of England's largest housing associations making a real difference.
- Benefits: Permanent role with competitive pay and the chance to help your community.
- Other info: Night shifts available with full training and support provided.
- Why this job: Be the first point of contact for 200,000 customers and make an impact.
- Qualifications: Strong customer service skills, resilience, and good computer literacy required.
The predicted salary is between 30000 - 40000 £ per year.
SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.
Our Customer Service Advisors are at the heart of what we do. The team is the first point of contact for our 200,000 customers. They count on us when they need support, and you will handle and solve their questions.
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 incoming customer questions, and when needed make outgoing calls to customers. You'll help with Housing, Repairs, Complaints, and other matters as needed, following Call Quality guidelines and aiming for resolution.
Because of the shift times and transport links to Greenham, a full UK driving licence and your own transport is essential. After training, you may need to work alone on night shifts to cover holidays or staff absence; escalation support is available 24/7.
Shifts: Monday to Thursday 10pm till 7.15am - 37 hours per week
What we look for:
- People with great customer service skills who can listen well.
- Resilience to handle complex and difficult calls.
- Good computer skills; you will use many systems while talking to our customers.
- The skill to turn problems into solutions.
- Empathy and a desire to help people.
- The ability to connect and talk with colleagues across the business.
- Knowledge of common home repairs is helpful.
- Calmness and confidence when helping with emergency calls.
Customer Services Advisor - Careline and OOH in Thatcham employer: Sovereign Network Group
SNG is an exceptional employer, offering a supportive work culture where our Customer Service Advisors play a vital role in enhancing the lives of our 200,000 customers. With a focus on employee growth and development, we provide comprehensive training and ongoing support, ensuring that you feel empowered to make a difference in the community. Located in Greenham, our office fosters a collaborative environment, and we value resilience and empathy, making it a rewarding place to work for those passionate about customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor - Careline and OOH in Thatcham
✨Tip Number 1
Get to know the company! Research SNG and understand their values and mission. 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 of scenarios you might face as a Customer Service Advisor and role-play them with a friend. This will help you feel more confident when handling complex calls during the interview.
✨Tip Number 3
Be ready to showcase your problem-solving abilities. During the interview, share specific examples of how you've turned problems into solutions in past roles. This will demonstrate your resilience and ability to stay calm under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the SNG family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Services Advisor - Careline and OOH in Thatcham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Advisor role. Highlight any previous customer service experience, especially in handling complex queries or emergencies, as this will show us you’re a great fit for our team.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about helping customers and how your skills align with our mission at SNG. Don’t forget to mention your resilience and problem-solving abilities!
Showcase Your Communication Skills:Since you'll be the first point of contact for our customers, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe even share an example of a time you resolved a tricky situation.
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 and our company!
How to prepare for a job interview at Sovereign Network Group
✨Know Your Stuff
Familiarise yourself with SNG's mission and values, especially how they relate to customer service. Understand the role of a Customer Service Advisor and be ready to discuss how your skills align with their needs, particularly in handling complex calls.
✨Showcase Your Empathy
During the interview, demonstrate your ability to empathise with customers. Share examples from your past experiences where you successfully resolved issues by understanding the customer's perspective. This will show that you can handle the emotional aspects of customer service.
✨Be Ready for Scenario Questions
Prepare for situational questions that may involve emergency calls or difficult customer interactions. Think about how you would approach these scenarios, focusing on problem-solving and maintaining calm under pressure. Practising these responses can help you feel more confident.
✨Highlight Your Tech Skills
Since you'll be using various systems while assisting customers, be prepared to discuss your computer skills. Mention any relevant experience with software or tools that could be beneficial in this role, and express your willingness to learn new systems quickly.
