Customer Support Advisor

4 months ago

Thatcham, United Kingdom Sovereign Housing Full time

Sovereign is a leading Housing Association, committed to providing quality, affordable homes and services within sustainable, successful communities. We're led by our values and driven by a strong sense of social purpose, placing our customers at the heart of everything we do.

We have a fantastic opportunity for a **Customer Support Advisor - Home Ownership **to join our successful team in either our Basingstoke or Greenham hubs on a full-time permanent basis. The role will combine both home and office working to ensure a positive work/life balance.

**The Role**

Working closely with the Customer Support Team Manager and alongside colleagues to achieve our priorities you will commit wholeheartedly to this journey we have embarked upon to create a truly customer focussed culture.

You will provide an excellent customer focussed service to our leasehold, shared owner and freehold customers, in line with the terms of leases, legislation, regulation, and best practice. Work as part of a front-line team dealing with a wide range of requests for service from customers with the aim of providing an efficient, friendly and professional service to resolve their request.

**Key responsibilities**
- Deliver transactional administration support resolution to prevent handoff of customer queries elsewhere in the business.
- Offer multi-skilled administrative responses to customer queries across Housing, Garages and Mutual Exchanges, Repairs and Home Ownership.
- Ensure all customer interactions, written and verbal, are clear, display the appropriate levels of empathy and are delivered.
- Dealing with both inbound and outbound calls in line with call routing and call blending strategies.
- Respond to all written points of contact in adherence to the quality and literacy standards and guidelines.
- Contribute to the development of a positive working environment and team.
- Seek appropriate solutions for customers to increase customer satisfaction.

**What we need from you**

You're a highly experienced and passionate Customer Experience professional, who demonstrate a high level of home ownership and leasehold/freehold management knowledge and expertise to related complex issues.

A housing background is not essential, but you must be able to evidence in a similar sector.
- Good communication and interpersonal skills.
- Be confident, assertive, and professional in all interactions with our customers.
- Take ownership & accountability for actions taken.
- Experience of working effectively and collaboratively with internal and external stakeholders.
- Use empathy to understand the customer's situation and query to be able to agree the most appropriate resolution.
- Focus on providing great service and outcomes for customers.

**What you'll receive from us**

We have some fantastic benefits on offer at Sovereign, including:

- £450 flex-pot annually, discounted shopping & cycling scheme
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
- Company pension scheme matched up to 12%, life cover at 4x your salary.
- Flexible working - we're committed to giving people flexibility as widely as possible.
- Options for private medical insurance, dental insurance & critical illness cover

It's an exciting time to be joining Sovereign as we continue through our transformation journey and work towards achieving the goals in our ambitious corporate plans.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign. Take a look at our careers site to learn more about us and our values.

If you're looking for a new opportunity, then we'd love to hear from you

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