Resolution-Focused Customer 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

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.