Customer Complaints Specialist
| Posting date: | 08 January 2026 |
|---|---|
| Salary: | £27,500 per year |
| Hours: | Full time |
| Closing date: | 19 January 2026 |
| Location: | Basingstoke, Hampshire |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Sovereign Network Group |
| Job type: | Permanent |
| Job reference: | CCS |
Summary
SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as building thousands of new affordable homes every year.
We're looking for a Customer Complaints Specialist 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. reconcliations.
Why Join Us?
At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people.
Great benefits including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Option to buy or sell holiday as part of our flexible benefits package
3 extra paid 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
If this sounds like the opportunity you're looking for, we'd love to hear from you.
We're looking for a Customer Complaints Specialist 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. reconcliations.
Why Join Us?
At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people.
Great benefits including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Option to buy or sell holiday as part of our flexible benefits package
3 extra paid 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
If this sounds like the opportunity you're looking for, we'd love to hear from you.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.