At a Glance
- Tasks: Manage customer complaints from start to finish, ensuring timely resolutions.
- Company: Join SNG, a leading provider of affordable homes in thriving communities.
- Benefits: Enjoy 25 days holiday, wellbeing days, and a generous pension scheme.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication, emotional intelligence, and customer service experience required.
The predicted salary is between 27500 - 35000 € 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 Hertford. This is a full-time permanent role with a starting salary of £27,500 - £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:
- 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/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 services.
About us
At SNG (Sovereign Network Group) we provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is 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.
Customer Complaints Specialist in Hertford employer: Sovereign Housing Association Limited
Sovereign Network Group is an exceptional employer, offering a supportive and friendly work environment for Customer Complaints Specialists in Hertford. With a strong commitment to employee development, generous benefits including enhanced leave options and a matched pension scheme, and a focus on making a positive impact in the community, SNG provides a fulfilling career path where you can truly make a difference in people's lives.
Contact Detail:
Sovereign Housing Association Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Specialist in Hertford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on SNG. Understand their values and mission, especially how they invest in communities. This will help you connect your answers to what they care about.
✨Tip Number 2
Practice your active listening skills. During the interview, show that you can listen and respond thoughtfully. This is key for a Customer Complaints Specialist role, so demonstrate that you can engage with customers effectively.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've handled complaints or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Complaints Specialist in Hertford
Some tips for your application 🫡
Show Your Customer Focus:When writing your application, make sure to highlight your customer service experience. We want to see how you've gone above and beyond to resolve issues and provide excellent service.
Be Organised and Detail-Oriented:Since this role involves managing complaints, it's crucial to demonstrate your organisational skills. Use specific examples in your application that showcase your attention to detail and ability to meet deadlines.
Communicate Clearly:Your written application should reflect your strong communication skills. Keep it clear and concise, and don’t forget to show a bit of your personality – we love a friendly tone!
Apply Through Our Website:We encourage you to apply directly through our careers site. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our Complaints Team.
How to prepare for a job interview at Sovereign Housing Association Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Complaints Specialist. Familiarise yourself with the key skills mentioned in the job description, like emotional intelligence and active listening. This will help you demonstrate how your experience aligns with what they’re looking for.
✨Prepare Real-Life Examples
Think of specific situations from your past work where you successfully handled customer complaints or resolved conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show that you have the practical experience needed for the role.
✨Showcase Your Communication Skills
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and confidently. During the interview, be sure to listen actively to the interviewer’s questions and respond thoughtfully. This will highlight your ability to engage with customers effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of complaints you might handle, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
