Customer Specialist - Complaints T2

Customer Complaints Specialist T2

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