Complaint Insight Officer

Salary: £30,000.00 - £34,000.00 Per year ‌ SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year. We have a fantastic opportunity to join our high performing Customer Insight team as a Complaint Insight Officer. Based out of our head office in Basingstoke, you'll combine office and home working to ensure a positive work / life balance. The Role: This is an opportunity to build relationships and work with stakeholders across the whole of SNG to ensure high risk Stage 1, Stage 2, and Housing Ombudsman (HOS) complaints are managed appropriately. You will ensure that investigations are robust, customer issues are addressed, and communications are maintained to expected standards. At SNG we are committed to delivering a great customer experience. Managing complaints effectively and appropriately is critical to this and minimises SNG's exposure to reputational risk and external investigation. Key responsibilities include: Collaborate with SNG's Complaints teams on HOS cases and non-HOS cases deemed ‘medium risk' and ‘high risk' to ensure that all aspects of the case are properly evaluated and addressed. Present case summaries and reviews at meetings and forums as required. Make recommendations on case management and improvement actions as appropriate. Provide assurance by objectively reviewing and quality checking responses at Stage 1, Stage 2 and HOS, ensuring they are compliant, address the issues raised, and meet best practice requirements. Engage with stakeholders from across SNG to ensure the importance of high-quality complaint responses is understood. Be one of SNG's subject matter experts in Compliant Handling including the HOS Complaint Handling Code. What we're looking for: If you've got experience of working with complaints and within regulatory guidelines, that's great, but not essential. You'll also have An investigative mindset allied with curiosity. Strong communication skills and report writing experience. Excellent attention to detail. The ability to collaborate with colleagues across SNG, and with external stakeholders. The ability to manage the expectations of your stakeholders. A willingness to take personal ownership of issues. 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 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/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 at SNG. Take a look at our careers site to learn more about us and our values. Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year. Working for us is so much more than just a job. Whatever your role, you'll help us provide homes and services for those who need them - and make a real difference to people’s lives Can't find what you're looking for? Sign in to access your account or register with us, where you can set up job alerts and be notified of new opportunities at SNG.