Customer Specialist Complaints T2
other jobs SNG Formerly Sovereign Housing Association
Added before 1 Days
- England,South East,Hampshire,Basingstoke and Deane
- Full Time, Permanent
- £27,540 - £31,000 per annum
Job Description:
We’re looking for a Customer ComplaintsSpecialistT2 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 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 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
*Communicate clearly and empathetically with customers, using strong listening skills and aligning with SNG’s tone of voice
*Assess options 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
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).
*Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations.
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
*Communicate clearly and empathetically with customers, using strong listening skills and aligning with SNG’s tone of voice
*Assess options 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
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).
*Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations.
Job number 3700618
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Company Details:
SNG Formerly Sovereign Housing Association
Company size: 1,000–2,499 employees
Industry: Charity
We are a leading housing association providing quality, affordable homes, within strong and sustainable communities, for people priced out of the hous...