SNG (Sovereign Network Group)
Customer Specialist - Complaints T2
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Customer Specialist - Complaints T2
Salary: £27,540.00 - £31,000.00 Per year
We're looking for a Customer Complaints Specialist 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
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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 timeframes 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 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
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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
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