Customer Complaints Specialist

2 days ago

Hertford, United Kingdom SNG (Sovereign Network Group) Full time

**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 Hertford.

This is a full-time permanent role with a starting salary of £27,000 - £35,000 a year depending on experience.

**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.

**What you'll get from us**

As a member of the **Customer Complaints** Team you'll be part of a friendly, motivated and supportive working environment.

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:

- Flexible working
- 25 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 package
- A generous pension scheme matching up to 12%
- Life cover as soon as you join us
- You will be a part of our Recognition scheme where you can be gifted retail vouchers
- A range of wellbeing discounts including Gym Memberships
- A wide selection of other benefits available

**About us**

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to to provide good affordable homes in thriving communities that people love for generations.

We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.

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.

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