Customer Complaints Specialist

Salary:£27,540.00 - £31,000.00 Per year

Are you well organised and enjoy providing an excellent service to customers and colleagues? Do you enjoy working in a busy and varied role?

We have an opportunity for a Customer Specialist to join our Complaints Team in Basingstoke on a full time, permanent basis.

The Role As a Customer Specialist you'll manage each case from the date of the original complaint through to its resolution. You will take ownership, making sure you stay customer focused throughout

As part of the Complaints team, you'll:

Work closely with our teams and third parties to coordinate their resolution efforts, ensuring the customer's complaint is properly addressed

Engage with our customers to understand how the issues are affecting their lives and prioritise your caseload accordingly

Work with and influence colleagues, agreeing and delivering what needs to be done to achieve timely, fair and equitable resolutions

Provide customers with regular updates on the progress of their complaint

What you'll need:

Emotional intelligence and active listening skills

Strong customer service and excellent communication skills

Attention to detail and ability to work to deadlines

Resilience, confident and assertive

The confidence to influence others, make decisions and come up with solutions

This role is ideally suited to individuals who have worked on the front line of customer service and have an understanding and appreciation of some of the challenges our customers may face. This doesn't need to have been in a housing environment.

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.