Customer Complaints Specialist

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

Benefits offered by this job

25 days holiday

Buy/sell holiday

Wellbeing days

Pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Gym membership

24/7 virtual GP

Job summary

Sovereign Network Group in Basingstoke is hiring a Customer Specialist for the Complaints Team. This full-time role manages each complaint from start to finish, coordinating with teams and third parties to deliver timely, fair resolutions and keeping customers informed throughout the process.

Ideal candidates bring emotional intelligence, strong customer service and communication skills, attention to detail, and the confidence to influence colleagues to achieve positive outcomes.

Qualifications

• Emotional intelligence and active listening required.
• Strong customer service and excellent communication skills.
• Attention to detail and ability to meet deadlines.
• Resilience, confidence and assertiveness.
• You may need to influence colleagues to deliver resolutions.
• Experience frontline customer service is a plus.

Responsibilities

• Manage each case from the original complaint to resolution.
• Coordinate with teams and third parties to resolve issues.
• Prioritise caseload based on customer impact and urgency.
• Provide customers with regular updates on progress.
• Influence colleagues to deliver timely, fair resolutions.

Skills

Emotional intelligence

Active listening

Customer service

Communication skills

Attention to detail

Deadline management

Resilience

Influence others

Job description

Salary:£27,540.00 - £31,000.00 Per yearAre you well organised 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 RoleAs 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 throughoutAs 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 addressedEngage with our customers to understand how the issues are affecting their lives and prioritise your caseload accordinglyWork with and influence colleagues, agreeing and delivering what needs to be done to achieve timely, fair and equitable resolutionsProvide customers with regular updates on the progress of their complaintWhat you'll need:Emotional intelligence and active listening skillsStrong customer service and excellent communication skillsAttention to detail and ability to work to deadlinesResilience, confident and assertiveThe confidence to influence others, make decisions and come up with solutionsThis role is ideally suited to individuals who have worked on the front line of customer service and have an understanding and appreciation of some of the challenges our customers may face. This doesn't need to have been in a housing environment.Job DescriptionWe 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 package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt 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.