Customer Complaints Specialist
| Posting date: | 27 January 2026 |
|---|---|
| Salary: | £31,500 per year |
| Hours: | Full time |
| Closing date: | 03 February 2026 |
| Location: | Basingstoke, Hampshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Sovereign Network Group |
| Job type: | Permanent |
| Job reference: |
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 have an opportunity for a Customer Complaints Specialist to join our team. This office location will be based in Basingstoke, with a view to work hybrid depending on the teams’ requirements.
The Role:
The person in the role is responsible for managing a caseload of Stage 2 complaints, leading fair and impartial investigations into escalated cases and delivering appropriate resolutions. Delivering fair and impartial outcomes for our customers, whilst adhering to SNGs values.
It ensures complaints are handled in line with regulatory timescales, internal policy, and the Housing Ombudsman Complaint Handling Code.
The post holder will take full ownership of cases, conduct thorough investigations, work collaboratively with internal teams to achieve the right outcomes, and review Stage 1 complaint handling to drive learning and improvement.
Your responsibilities will include:
• Deliver excellent customer service, meeting service standards and individual customer needs.
• Manage complaints end-to-end, maintaining clear and timely communication throughout.
• Investigate complaints and agree fair, appropriate resolutions in line with regulatory requirements.
• Produce high-quality, compliant written responses.
• Determine outcomes and ensure compensation or payments are processed accurately and on time.
To be successful in this role you'll need:
• Experience working in a customer-focused role, with a proven ability to deliver high-quality service.
• Strong written and verbal communication skills, including experience producing clear, detailed, and sensitive correspondence.
• A proactive, collaborative approach to problem-solving, with the ability to work effectively with others.
• Strong interpersonal skills, with the ability to show empathy and understand customer needs and concerns.
• Competent IT skills, with experience using Microsoft Office (Outlook, Word, Excel) and CRM systems.
Desirable:
• Experience investigating and resolving complex or multi-faceted complaints within a regulated industry.
• Previous experience in the housing sector or public services sector.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
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 have an opportunity for a Customer Complaints Specialist to join our team. This office location will be based in Basingstoke, with a view to work hybrid depending on the teams’ requirements.
The Role:
The person in the role is responsible for managing a caseload of Stage 2 complaints, leading fair and impartial investigations into escalated cases and delivering appropriate resolutions. Delivering fair and impartial outcomes for our customers, whilst adhering to SNGs values.
It ensures complaints are handled in line with regulatory timescales, internal policy, and the Housing Ombudsman Complaint Handling Code.
The post holder will take full ownership of cases, conduct thorough investigations, work collaboratively with internal teams to achieve the right outcomes, and review Stage 1 complaint handling to drive learning and improvement.
Your responsibilities will include:
• Deliver excellent customer service, meeting service standards and individual customer needs.
• Manage complaints end-to-end, maintaining clear and timely communication throughout.
• Investigate complaints and agree fair, appropriate resolutions in line with regulatory requirements.
• Produce high-quality, compliant written responses.
• Determine outcomes and ensure compensation or payments are processed accurately and on time.
To be successful in this role you'll need:
• Experience working in a customer-focused role, with a proven ability to deliver high-quality service.
• Strong written and verbal communication skills, including experience producing clear, detailed, and sensitive correspondence.
• A proactive, collaborative approach to problem-solving, with the ability to work effectively with others.
• Strong interpersonal skills, with the ability to show empathy and understand customer needs and concerns.
• Competent IT skills, with experience using Microsoft Office (Outlook, Word, Excel) and CRM systems.
Desirable:
• Experience investigating and resolving complex or multi-faceted complaints within a regulated industry.
• Previous experience in the housing sector or public services sector.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
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
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