Role Overview
We have a new opportunity for a Customer Service Delivery Specialist to join our Customer Service Management Centre (CSMC) Team based in either Hertford or Basingstoke.
As our Customer Service Delivery Specialist, you will play a pivotal role in transforming how we engage with our customers. You'll provide support in the delivery of our customer choice/digital strategies, ensuring a seamless, consistent experience across all of our channels. You'll be using your analytical skills to look at our data, identify trends and map our customer journey, constantly looking for ways to improve our customers omni-channel experience.
This is an exciting opportunity to be part of making a real difference to our service delivery.
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Key Skills & Experience
* An understanding of working in a contact centre environment with an omnichannel strategy
* Exceptional communication skills, building rapport with a wide range of internal and external stakeholders will be crucial
* The ability to handle challenging customer situations with empathy, professionalism, and resilience
* Knowledge of relevant housing legislation, regulations, and best practices, with a commitment to ensuring compliance and safeguarding procedures
What we can offer you
As a member of the Customer Services Team you will be part of a friendly, dynamic and supportive working environment. We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people’s lives. This role can give you the opportunity for a career within a successful and diverse organisation.
It’s an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we have over 200,000 customers, provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations. We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group’s financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.
Employment Details
This is a full time permanent role where we are offering a starting salary of £32,000 - £38,000 depending on experience.
Benefits
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Chance to buy or sell holiday as part of our flexible benefits package
* 3 additional Wellbeing days and 2 paid volunteering days
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Enhanced maternity/adoption pay
* Enhanced paternity pay - 6 weeks full pay (after 26 weeks’ service)
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
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