At a Glance
- Tasks: Drive service improvements and ensure customer feedback shapes our operations.
- Company: Join SNG, a newly merged organisation dedicated to providing affordable homes across England.
- Benefits: Enjoy 25 days holiday, flexible working, and generous pension contributions.
- Other info: Flexible office and home working options available for a great work/life balance.
- Why this job: Be part of a meaningful mission while developing your skills in a supportive environment.
- Qualifications: Strong analytical skills and experience in service improvement or change management required.
The predicted salary is between 36000 - 60000 £ per year.
Overview
SNG (Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes.
Our purpose is to provide good, affordable homes. We provide over 84,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.
We\'re now looking for a Customer Improvement Specialist to join our team, playing a vital role in driving service improvements and ensuring the voice of the customer shapes what we do.
You\'ll be based in either our office in Basingstoke, or Wembley combining both office and home working to ensure a positive work / life balance.
The Role
As a Customer Improvement Specialist, you\\\'ll help us strengthen our lessons learned and small change frameworks – making sure we continuously improve the way we deliver services.
Working closely with the Head of Customer Improvement, you\\\'ll:
- Track and monitor management action plans from our ‘lessons learned\\\' reviews of housing ombudsman complaint case determinations.
- Help design, embed, and maintain our small change process across the Customer Directorate.
- Provide insightful reporting and updates to senior leadership and customer panels.
- Use data and analysis to identify trends, risks, and opportunities for service improvement.
- Champion best practice and help others interpret performance information to drive positive change.
- This role is perfect for someone who thrives on problem-solving, spotting opportunities for improvement, and working with stakeholders to make things happen.
What we\\\'re looking for
- Strong critical thinking and analytical skills.
- Experience in service improvement, change management, complaint and/or policy reviews.
- Proven ability to engage and influence stakeholders, working with stakeholders of all levels.
- Experience writing reports for large audiences.
- The ability to thrive under pressure and manage multiple priorities.
Benefits
- 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 service
We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We\\\'re passionate about inclusion for all and creating a workplace where everyone can thrive. Apply today to be considered!
Customer Improvement Specialist in Basingstoke employer: Sovereign Network Group
SNG is an exceptional employer dedicated to providing good, affordable homes while investing in communities across England. With a strong focus on employee wellbeing, we offer flexible working arrangements, generous holiday allowances, and professional development opportunities, all within a supportive and inclusive work culture. Join us in making a meaningful impact as a Customer Improvement Specialist, where your contributions will directly shape our services and enhance customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Improvement Specialist in Basingstoke
✨Tip Number 1
Familiarise yourself with the principles of service improvement and change management. Understanding these concepts will help you articulate how your skills align with the role and demonstrate your commitment to enhancing customer experiences.
✨Tip Number 2
Network with professionals in the housing sector, especially those involved in customer improvement initiatives. Engaging with industry peers can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully influenced stakeholders in previous roles. Highlighting your ability to engage with various levels of an organisation will showcase your fit for the collaborative nature of this position.
✨Tip Number 4
Stay updated on current trends and challenges in the housing sector, particularly around customer service and complaints management. This knowledge will not only help you in interviews but also demonstrate your proactive approach to the role.
We think you need these skills to ace Customer Improvement Specialist in Basingstoke
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the responsibilities and requirements of the Customer Improvement Specialist position. Tailor your application to highlight how your skills and experiences align with these specific needs.
Highlight Relevant Experience:Emphasise your experience in service improvement, change management, and stakeholder engagement. Use specific examples from your past roles to demonstrate your ability to drive positive change and manage multiple priorities.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for improving customer services and your analytical skills. Make sure to mention how you can contribute to SNG's mission of providing affordable homes and enhancing customer satisfaction.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Sovereign Network Group
✨Understand the Role
Make sure you have a clear understanding of what a Customer Improvement Specialist does. Familiarise yourself with the responsibilities outlined in the job description, especially around service improvements and stakeholder engagement.
✨Prepare Examples
Think of specific examples from your past experiences that demonstrate your critical thinking, analytical skills, and ability to drive service improvements. Be ready to discuss how you've successfully managed change or resolved complaints.
✨Know the Company
Research SNG and its mission to provide affordable homes. Understanding their values and recent developments will help you align your answers with their goals and show your genuine interest in the role.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. This could include inquiries about their small change process or how they measure success in customer improvement initiatives. It shows your enthusiasm and engagement.
