Job Description

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 Specialist Complaints to join our team in Basingstoke. 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 highquality 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 Responsibilities

• Take ownership of customer complaints, acting as the main point of contact from start to resolution
• Resolve a range of complaints efficiently and fairly, delivering positive outcomes for customers and the organisation
• Communicate clearly and empathetically with customers, using strong listening skills and aligning with SNG's tone of voice
• Assess options, make sound decisions, and clearly explain outcomes to customers, including producing written responses where required
• Balance customer needs with organisational policies, confidently setting boundaries when appropriate
• Keep customers informed throughout the complaints process and manage expectations effectively
• Work collaboratively with colleagues and service areas to agree actions and resolve complaints promptly
• Manage and prioritise a varied caseload, contributing to team workflow and shared objectives
• Maintain accurate records and contribute to root cause analysis and service improvement
• Assess and manage compensation in line with policy
• Promote equality, inclusion, building safety, compliance, and excellent customer care
• Maintain professional development and complete all mandatory training

About you:

• Previous experience of resolving customer complaints
• Excellent oral and written communication skills
• Experience of working effectively and collaboratively with internal and external stakeholders
• Evidence of being able to understand and appreciate differing viewpoints
• Ability to work to regulatory timeframes and guidance
• Proficient in working with Microsoft applications (Word, Excel, Dynamics).
• Ability to impact assess and to understand the difference between 'major' and 'minor' data issues
• Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations.

Why Join Us?
At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people.
Great benefits including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)

• Option to buy or sell holiday as part of our flexible benefits package

• 3 extra paid Wellbeing days and 2 paid volunteering days

• Generous matched pension scheme up to 12% and Life cover at 4x salary

• Enhanced maternity/adoption pay

• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)

• 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

If this sounds like the opportunity you're looking for, we'd love to hear from you.

Skills Required