About

SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as building thousands of new affordable homes every year.We're looking for a Customer ComplaintsSpecialists to join our team in Basingstoke on a 6 month FTC.You'll play a key role in delivering our vision to have a positive and lasting impact on our customers lives by offering them safe high quality homes and connected communities. We'll do this by shaping our services around customer, ensuring we deliver right first time. This is a hybrid working role with 2 days per week in the office.Key ResponsibilitiesTake ownership of customer complaints, acting as the main point of contact from start to resolutionResolve a range of complaints efficiently and fairly, delivering positive outcomes for customers and the organisationCommunicate clearly and empathetically with customers, using strong listening skills and aligning with SNG's tone of voiceAssess options and clearly explain outcomes to customers, including producing written responses where requiredBalance customer needs with organisational policies, confidently setting boundaries when appropriateKeep customers informed throughout the complaints process and manage expectations effectivelyWork collaboratively with colleagues and service areas to agree actions and resolve complaints promptlyManage and prioritise a varied caseload, contributing to team workflow and shared objectivesAbout you:Previous experience of resolving customer complaintsExcellent oral and written communication skillsExperience of working effectively and collaboratively with internal and external