At a Glance
- Tasks: Manage customer complaints from start to resolution, ensuring a customer-focused approach.
- Company: Join SNG, a dynamic organisation providing affordable homes and investing in thriving communities.
- Benefits: Enjoy flexible working, 25+ days holiday, generous pension, life cover, and wellbeing discounts.
- Other info: No housing experience required; just a passion for helping others!
- Why this job: Be part of a supportive team making a real difference in people's lives while developing your skills.
- Qualifications: Strong customer service skills, emotional intelligence, and the ability to influence and resolve issues.
The predicted salary is between 22000 - 33000 £ 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 Basingstoke. This is a full-time permanent role with a starting salary of £27,500 a year.
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.
Skills and Qualities
- Emotional intelligence and active listening skills.
- Strong customer service and excellent communication skills.
- Attention to detail and ability to work to deadlines.
- Resilience, confidence, and assertiveness.
- The confidence to influence others, make decisions, and come up with solutions.
About us
It\'s an exciting time to be part of the team as Sovereign has 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 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 neighborhoods. 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.
Job Details
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 organization. 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 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
Customer Complaints Specialist in Basingstoke employer: Sovereign Housing Association
Sovereign Network Group is an exceptional employer, offering a supportive and dynamic work environment in Basingstoke for those passionate about customer service. With a strong commitment to employee development, flexible working options, and a generous benefits package including 25 days of holiday and a robust pension scheme, we empower our team members to thrive while making a meaningful impact in the communities we serve.
Contact Details:
Sovereign Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Specialist in Basingstoke
✨Tip Number 1
Familiarise yourself with common customer complaints in the housing sector. Understanding the typical issues customers face will help you demonstrate your knowledge during the interview and show that you're ready to tackle real-world challenges.
✨Tip Number 2
Practice your active listening skills. During the interview, be prepared to showcase how you would engage with customers to understand their concerns fully. This will highlight your emotional intelligence and ability to empathise with customers.
✨Tip Number 3
Think of examples from your past experiences where you've successfully resolved complaints or conflicts. Be ready to discuss these scenarios in detail, focusing on your approach and the positive outcomes achieved.
✨Tip Number 4
Research SNG's values and commitment to equality, diversity, and inclusion. Being able to articulate how your personal values align with theirs can set you apart and show that you're a good cultural fit for the team.
We think you need these skills to ace Customer Complaints Specialist in Basingstoke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and complaint resolution. Use specific examples that demonstrate your emotional intelligence, active listening skills, and ability to work under pressure.
Craft a Compelling Cover Letter:In your cover letter, express your passion for providing excellent customer service. Mention how your skills align with the role's requirements, particularly your ability to manage complaints and influence colleagues effectively.
Showcase Relevant Skills:Emphasise your strong communication skills and attention to detail in both your CV and cover letter. Provide examples of how you've successfully resolved customer issues in the past, showcasing your resilience and assertiveness.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Sovereign Housing Association
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Share specific examples of how you've successfully resolved complaints or improved customer satisfaction, as this will demonstrate your ability to handle the responsibilities of a Customer Complaints Specialist.
✨Demonstrate Emotional Intelligence
During the interview, focus on your emotional intelligence and active listening skills. Be prepared to discuss how you empathise with customers and understand their concerns, as this is crucial for managing complaints effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to influence colleagues or make decisions under pressure, and be ready to explain your thought process and the outcomes.
✨Ask Insightful Questions
At the end of the interview, ask thoughtful questions about the team dynamics and the company's approach to customer complaints. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your values.
