Customer Complaints & Resolution Specialist

Sovereign Network Group; Basingstoke; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

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

Job summary

Sovereign Network Group is seeking a Customer Specialist in Basingstoke to join the Complaints Team. You will manage each case from initial complaint to resolution, taking ownership and staying customer-focused throughout.

You will coordinate with internal teams and third parties, engage with customers to understand impact, and provide timely, fair resolutions with regular progress updates.

Qualifications

• 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.

Responsibilities

• Coordinate resolution efforts with internal teams and third parties to address customer complaints.
• Engage with customers to understand how issues affect their lives and prioritise caseloads.
• Influence colleagues and agree on actions to achieve timely, fair resolutions.
• Provide customers with regular updates on the progress of their complaint.

Skills

Emotional intelligence

Active listening

Customer service

Communication skills

Attention to detail

Deadline-driven

Resilience

Influence others

Decision making

Job description

Sovereign Network Group is seeking a Customer Specialist in Basingstoke to join the Complaints Team. You will manage each case from initial complaint to resolution, taking ownership and staying customer-focused throughout.

You will coordinate with internal teams and third parties, engage with customers to understand impact, and provide timely, fair resolutions with regular progress updates.