Complaint Insight Officer

6 months ago

Basingstoke, United Kingdom Sovereign Housing Full time

We have a fantastic opportunity to join our Customer Feedback team as a **Complaint Insight Officer** on a **Permanent Full Time Basis**. Based out of our head office in Basingstoke, you'll combine office and home working to ensure a positive work / life balance.

It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide homes and invest in communities across London and the South of England - our purpose being to provide quality affordable homes and places that people love for generations.

We have an ambitious Corporate Plan and we're undertaking a large-scale transformation programme to deliver our goals.

**The Role**

As a Complaint Insight Officer, you will build strong relationships, and work with, key internal and external stakeholders to ensure that high risk Stage 1, Stage 2, and Housing Ombudsman (HOS) complaints are managed appropriately. You will ensure that investigations are robust, customer issues are addressed, and communications are maintained to expected standards.

Within broad direction set by the Customer Insight Officer, the Complaints Insight Specialist is responsible for owning and continuously developing Sovereign's complaints insight capabilities.

At SNG we are committed to delivering a great customer experience. Managing complaints effectively and appropriately is critical to this and minimises SNG's exposure to reputational risk and external investigation.

Key responsibilities include:

- Collaborate with SNG's Complaints teams on HOS cases and non-HOS cases deemed ‘medium risk' and ‘high risk' to ensure that all aspects of the case are properly evaluated and addressed
- Work with the Complaints team to ensure they are aware of, and enforce, minimum quality standards
- Present case summaries and reviews at meetings and forums as required
- Make recommendations on case management and improvement actions as appropriate
- Providing assurance by objectively reviewing and quality check responses at Stage 1, Stage 2 and HOS. Ensuring they are compliant, address the issues raised, and meet best practice requirements
- Engage with stakeholders from across SNG to ensure the importance of high-quality complaint responses is understood
- Holds the Data Steward role for data related to customers as set out in Sovereign's data landscape
- Maintain the integrity of insight data, ensuring trends and events are identified and variances explained

**What we're looking for**:
Ideally you will have proven experience in a similar role or have come from a regulated background.

You'll also have
- Ability to work to regulatory timeframes and guidance.
- Strong communication skills and report writing experience.
- Excellent attention to detail.
- Experience of working effectively and collaboratively with internal and external
- Able to manage the expectations of a variety of competing stakeholders.
- Able to take personal ownership of issues.

**What you'll receive from us**

We have some fantastic benefits on offer at SNG, including:

- £450 flex-pot annually, discounted shopping & cycling scheme
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Company pension scheme matched up to 12%, life cover at 4x your salary
- Flexible working - we're committed to giving people flexibility as widely as possible
- Options for private medical insurance, dental insurance & critical illness cover

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.

This is a great opportunity to join the team as we progress through an exciting period of change. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters.

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