Connect Advisor

Customer Advisor

37 hours per week between 8.00am-6.00pm, Monday to Friday

Sovereign is one of the largest housing associations in the country. We own and manage more than 37,000 homes for 86,000 residents across the south and south west of England and oversee one of the largest development programmes in the affordable housing sector.

What we offer, however, is more than bricks and mortar. We provide a range of homes people can truly afford, with value added services, to help our residents achieve their aspirations.

We are a strong and effective organisation, combining our social ethos with a commercial approach and our talented people work together to make a real difference to people's lives.

This role offers a fantastic opportunity to join their Customer Service team, providing responses to a wide range of enquiries from residents via telephone, email, written correspondence and social media channels including Facebook and Twitter.

Main responsibilities:

• Manage customer enquiries through a range of channels in order to provide a first point of contact resolution
• Handling complaints (This will be an important part of your role)
• Be able to empathise with customers and where appropriate, confidently handle objections
• Complete customer verification, processing repairs, forms and requests
• Identify and log complaints, escalating to the correct team or department for action - maintain accurate records and update systems
• Recognise complex queries and escalate where necessary to appropriate specialists

Candidate Requirements

• Previous experience within a customer service environment
• Previous experience of dealing with complaints/complaint handling
• Min 5 GCSEs grade C or above (or equivalent) including English and Math
• Capable and calm when working under pressure
• Able to multi-task to effectively determine priorities
• An effective communicator (written and verbal) with strong interpersonal skills
• Good IT skills
• Numerate

If you are unable to apply online please contact the recruitment team on to discuss an alternative method of application.