Salary:
£27,540.00 - £31,000.00 Per year
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, 12 month fixed term 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.
Job Description
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/paternity/adoption pay
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.
Skills Required
- 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
- Confidence to influence others, make decisions and propose solutions
- Experience working on the front line of customer service
- Understanding and appreciation of customer challenges
What We Do
SNG (Sovereign Network Group) is a leading UK-based housing association formed in October 2023 through the merger of Sovereign and Network Homes. The organization provides over 85,000 quality, affordable homes and invests in communities across the South of England, including London. Their mission is to provide good, affordable homes and places that people love for generations, aiming to create thousands of new affordable homes every year.
