SNG (Sovereign Network Group)
Customer Complaints Specialist
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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, 12 month fixed term 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:
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- 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
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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.
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