Operations Support Co ordinator

SNG (Sovereign Network Group); Basingstoke; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the housing sector seeks a full-time Operation Support Coordinator in Basingstoke. This role involves managing service outcomes, ensuring compliance, and delivering excellent customer service. You will collaborate with teams to provide high-quality service outcomes and work in a dynamic environment while benefiting from excellent perks, including a competitive salary and flexible working options.

Benefits

£450 flex-pot annually

25 days holiday plus bank holidays

Company pension scheme matched up to 12%

Flexible working options

Private medical and dental insurance

Qualifications

• Proven track record of delivering excellent customer service in busy environments.
• Experience in a fast-paced, highly regulated environment.
• Ability to interpret and utilise complex data.

Responsibilities

• Manage planned, compliance, and repair appointments efficiently.
• Ensure all work meets regulatory standards for customer service.
• Build trust-based relationships with teams and stakeholders.

Skills

Excellent decision-making

Customer service excellence

Stakeholder management

Data management

Excellent communication

Job description

We have a fantastic opportunity for a full-time permanent Operation Support Coordinator to join our Compliance Services Team working from our Basingstoke office.

About Sovereign Network Group (SNG)

We are thrilled to have joined forces with Network Homes in October 2023, making us the 6th largest housing association in the UK. Sovereign and Network Homes have combined as SNG (Sovereign Network Group) — an organization that takes the best of both and makes it even better.

The role

We are committed to making a lasting, positive impact on our customers by providing safe, high-quality homes and connected communities. You will play a key role in delivering excellent customer service by managing planned, compliance, and repair appointments efficiently and effectively. Working closely with colleagues and contractors, you'll ensure all work meets regulatory standards and supports a consistent, customer-focused experience across our housing stock. This role requires a proactive approach in a fast-paced environment, aligned with our values at SNG.

Key accountabilities include

Operational Delivery

• Ensure safe, timely, and customer-focused service outcomes.
• Promote a positive, safety-led culture and escalate concerns appropriately.
• Collaborate effectively across teams, partners, and departments.
• Adapt to workload changes and support cross-functional priorities.
• Build trust-based relationships with field teams and stakeholders.
• Identify resourcing needs to maintain service continuity and mitigate risk.
• Monitor reports to track targets, optimise operative utilisation, and flag issues.
• Act as the first point of contact for operational queries in your area.
• Assist with complaint handling and resolution.
• Ensure consistent application of systems and processes across teams.
• Maintain strong knowledge of compliance, legislation, and procedures.

Financial Management

• Follow processes to ensure financial compliance and budget alignment.
• Accurately process purchase orders and invoices.
• Support cost recovery and improvement project delivery.

Stakeholder Management

• Build effective working relationships with colleagues, contractors, and stakeholders.
• Follow organisational policies and represent the business professionally.

Knowledge & Skills Required

• Ability to support colleagues during periods of high workload.
• Experience working in a fast-paced, highly regulated environment.
• Ability to propose creative solutions that drive improvement.
• Excellent decision-making skills for responsive actions ensuring the best customer outcomes.
• Proven track record of delivering excellent customer service in busy environments.
• Strong oral and written communication and interpersonal skills.
• Ability to interpret and utilise complex data.
• Effective stakeholder management skills with the ability to engage and influence others.
• Knowledge of relevant health, safety, and environmental legislation, focusing on compliance.
• Ability to communicate responsibilities related to data use and ensure proper data management within the Customer Data Domain.
• Understanding of data breaches, their implications, and industry standards for prevention and triage.
• High-level understanding of safety compliance processes and procedures to manage risks to customers and Sovereign.
• Ability to assess the impact of data issues and distinguish between major and minor issues.
• Knowledge of methods to monitor data quality, including reconciliations.

What you'll receive from us

We offer some fantastic benefits at Sovereign, including:

• £450 flex-pot annually, discounted shopping & cycling schemes
• 25 days holiday plus bank holidays (with an additional day each year up to 30 days)
• Company pension scheme matched up to 12%, life cover at 4x your salary
• Flexible working options
• Private medical insurance, dental insurance, and critical illness cover options

At Sovereign Network Group, we are passionate about inclusion and creating a workplace where everyone can thrive, regardless of background. We encourage applications from all and believe diverse talent makes us stronger.