Customer Specialist - Complaints T2

Salary:£27,540.00 - £31,000.00 Per year We're looking for a Customer Complaints Specialis t T2 to join our team in Basingstoke.

This will be a 12 month Secondment position.

You'll play a key role in delivering our vision to have a positive and lasting impact on our customers lives by offering them safe high quality homes and connected communities. We'll do this by shaping our services around customer, ensuring we deliver right first time.

This is a hybrid working role with 2 days per week in the office.

Key Responsibilities Take ownership of customer complaints, acting as the main point of contact from start to resolution

Resolve a range of complaints efficiently and fairly, delivering positive outcomes for customers

Communicate clearly and empathetically with customers, using strong listening skills and aligning with SNG's tone of voice

Assess options and clearly explain outcomes to customers, including producing written responses where required

Balance customer needs with organisational policies, confidently setting boundaries when appropriate

Keep customers informed throughout the complaints process and manage expectations effectively

Work collaboratively with colleagues and service areas to agree actions and resolve complaints promptly

Manage and prioritise a varied caseload, contributing to team workflow and shared objectives

About you:

Previous experience of resolving customer complaints

Excellent oral and written communication skills

Experience of working effectively and collaboratively with internal and external stakeholders

Evidence of being able to understand and appreciate differing viewpoints

Ability to work to regulatory time frames and guidance

Proficient in working with Microsoft applications (Word, Excel, Dynamics).Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations.

Job Description We have some great benefits at SNG, including: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 package3 additional wellbeing days and 2 paid volunteering days Generous matched pension scheme up to 12% and Life cover at 4x salary

Enhanced maternity/paternity/adoption pay 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

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself e a look at our careers site to learn more about us and our values.
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