Do you thrive working independently at night, taking ownership of your workload and making a real difference to customers when they need support most?
We're looking for a Customer Service Advisor (Nights) to join our FDIS Service team supporting customers living in military housing. This is an exciting opportunity to join a close-knit night shift team where you'll play a key role in ensuring repair requests and customer enquiries are handled efficiently and professionally.
Working alongside a small team of dedicated colleagues, you'll manage customer communications primarily through email, helping to raise and coordinate routine repair requests while ensuring exceptional customer service standards are maintained. Although you'll spend much of your shift working independently, you'll always have support available from your team and management when needed.
This is a hybrid role, with the majority of night shifts worked from home. Initial training will take place in our Liverpool office, 2 weeks of 9am-5pm, followed by monthly team engagement days in the office on the last Monday of each month, giving you the opportunity to collaborate with colleagues and stay connected as a team.
Shift Pattern:
This role operates on a 4-on, 4-off rotation, working between 9:00pm and 8:00am, 365 days a year. This includes weekends, bank holidays and Christmas Day!
What you'll be doing:
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Managing customer enquiries and repair requests through email, ensuring all cases are handled accurately and within agreed service levels.
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Raising and coordinating routine repair jobs while keeping customers informed throughout the process.
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Responding to occasional telephone enquiries and escalating urgent or emergency issues appropriately.
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Prioritising and managing your own workload effectively during overnight shifts.
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Maintaining accurate records and updating customer information across internal systems.
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Working collaboratively with colleagues, supervisors and service partners to deliver an excellent customer experience.
What you'll bring:
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Previous customer service experience.
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Confidence working independently and managing your workload with minimal supervision.
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Strong resilience and the ability to remain focused in a repetitive, fast-paced environment.
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Excellent written and verbal communication skills.
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A proactive approach with a strong sense of accountability and ownership.
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Good attention to detail and the ability to follow processes accurately.
It would be great if you had:
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Experience working night shifts.
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Experience in an administrative or service coordination environment.
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Confidence using multiple systems and Microsoft Office applications.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!
Employment Type: Full-time, Permanent
Location: Liverpool
Security Clearance Level: SC
Internal Recruiter: Chloe
Salary: £26,298 per annum
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
Shared Services Connected Ltd (SSCL), part of the Sopra Steria Group, is a market leader in business support services for the UK public sector. We deliver innovative solutions that help our clients operate more efficiently, allowing more resources to be focused on vital frontline services. Our people are at the heart of everything we do, creating an inclusive, supportive environment where development and career progression are encouraged and celebrated.
