Customer Complaints Specialist

SNG (Sovereign Network Group); Basingstoke; On-site; GBP 22,000 - 30,000; Full time

Job summary

SNG (Sovereign Network Group) is seeking a Customer Specialist to join our Complaints Team in Basingstoke. The role involves managing each case from original complaint through resolution, with ownership and customer-focused service at the forefront.

You will coordinate with internal teams and third parties to resolve issues, engage with customers to understand impact, and ensure timely, fair outcomes while keeping customers updated on progress.

Qualifications

• Emotional intelligence and active listening are essential for understanding customer needs.
• Strong customer service and excellent communication skills are required.
• Attention to detail and ability to meet deadlines are important for case handling.
• Resilience, confidence and assertiveness help in resolving complex complaints.

Responsibilities

• Manage each complaint from submission to resolution while staying customer focused.
• Coordinate with teams and third parties to drive timely, fair resolutions.
• Engage customers to understand impact and prioritise caseload accordingly.
• Provide customers with regular updates on progress of their complaint.

Skills

Emotional intelligence

Active listening

Customer service

Communication

Attention to detail

Resilience

Decision making

Job description

Are 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 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

This 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.