Customer Specialist - Complaints

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 a fantastic opportunity for a Customer Specialist to join our Complaints Team in Basingstoke on a full-time permanent basis.
The starting salary circa £27,000 a year depending on experience. About Sovereign Network Group (SNG) We are thrilled to have joined forces with Network Homes in October 2023, which now places us as the 6th largest housing association in the UK. Sovereign and Network Homes have come together as SNG (Sovereign Network Group) - an organisation that takes the best of both and makes it even better. The Role This is a customer focused role where the post holder will take ownership of complaints. You will case manage each from the date of the original complaint through to resolution. The individual will ensure they deliver excellent customer experience from start to end. As part of the Complaints team, you'll:
Work closely with our teams across all service areas 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 complaint 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. What 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 solutions What you'll get from us We invest in our people, and you will be able to develop your skills and learn new ones. This role can give you the opportunity for a career within a successful and diverse organisation. Some of our benefits include:
£450 yearly flexible benefit pot to use against benefits of your choiceFlexible working25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)A chance to buy or sell holiday as part of our flexible benefits packageA generous pension scheme matching up to 12%Life cover as soon as you join usYou will be a part of our Recognition scheme where you can be gifted retail vouchersA range of wellbeing discounts including Gym MembershipsA wide selection of other benefits available At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive, whatever their personal or professional background. We encourage applications from all. We believe that diverse talent makes us stronger.
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