Salary:
£27,540.00 - £31,000.00 Per year
We're looking for a Customer Complaints Specialis t 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
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
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.
