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 140,000 customers. They rely on us to be there when they need support, and you will be owning and resolving their queries.
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.

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.

ABOUT US

We are now the 6th largest housing association by size - with almost 3000 colleagues, over 84,000 homes and over 210,000 customers across London and the South.
We do makes a real difference to people’s lives and by joining us you can share the satisfaction of doing something that really matters.
We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Have a look at our careers site to learn more about us and our values.