Customer Service Advisor - Out of Hours

at  Sovereign Housing

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.
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. There may also be cases where you’ll be fitting alarms for residents

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 in to a solution.
• Empathy and a passion for helping people
• The ability to connect and communicate with colleagues across the business
• The majority of our customers call about repairs, so an understanding of what can happen in a home is an advantage.

ABOUT US

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.
By joining us you can share the satisfaction of doing something that really matte

THIS ROLE IS OUR ALARM RESPONSE CENTRE OPERATING A BLUE LIGHT SERVICE FOR OUR CUSTOMERS 24/7, WORKING SHIFTS ON A ROTA - 7AM - 3PM, 3PM - 11PM AND OTHER FLEXIBLE SHIFTS

The first 6 months will be based in our Greenham office then we can offer you hybrid working.