Customer Services Advisor – Careline and OOH

Overview

Salary: £26,936.00 – £26,936.00 per year. Permanent opportunity based in our Greenham Office – the role is on-site only.

Role

Out of Hours Customer Service Advisor in our alarm response centre operating a blue light service. You will answer all incoming customer questions and make outgoing calls as necessary.

Responsibilities

• Answer all incoming customer questions and make outgoing calls when required.
• Handle matters related to Housing, Repairs, Complaints and other issues following Call Quality guidelines and aiming for resolution.
• Work shifts Monday to Thursday 10pm‑7.15am, covering 37 hours per week; including night shifts for holidays or staff absence.
• Escalate support as needed to the 24/7 back‑up team.
• Maintain a calm, confident approach during emergency calls.

Qualifications & Skills

• Excellent customer service and listening skills.
• Resilience to handle complex and difficult calls.
• Proficient computer skills and ability to use multiple systems.
• Empathy and a genuine desire to help people.
• Good communication with colleagues across the business.
• Knowledge of common home repair issues is helpful.
• Full UK driving licence and own transport are required.

Benefits

• 25 days holiday + bank holidays (extra day each year up to 30 days).
• Flexible benefits package – including the option to buy or sell holiday.
• Three additional wellbeing days and two paid volunteering days.
• Generous matched pension scheme up to 12% plus life cover at 4× salary.
• Option for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts: gym memberships and access to a 24/7 virtual GP service.

Equality, Diversity & Inclusion

We are committed to our Equality Diversity and Inclusion strategy and believe you can truly be yourself at SNG.

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