Customer Specialist - Complaints T2 in Milford Haven

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.

Qualifications

• 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).

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/paternity/adoption pay.
• 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.
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