Customer Complaints 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

Salary: £27,540.00 - £31,000.00 Per year

Are you well organized 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, permanent 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:

• 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

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.

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