Complaints Specialist - Tier 3

Are you passionate about delivering exceptional customer experiences and resolving complex issues? Join us at SNG, where we shape our services around our customers to create safe, high-quality homes and connected communities.

As a Customer Specialist, you will take ownership of intricate complaints that require specialist knowledge and coordination across multiple service areas and agencies. You'll manage each complaint from inception to resolution, ensuring a seamless and fair customer experience throughout.

Key Responsibilities:

• Manage complex complaints, demonstrating empathy and emotional intelligence when engaging with customers.
• Analyse options, assess merits, and select the best approach for complaint resolution, while ensuring clarity and transparency in communications.
• Collaborate with internal stakeholders to prioritize and resolve complaints effectively.
• Maintain high data quality within Dynamics 365 for transparency and compliance.

Key Skills and Experience:

• Proven experience in proactively resolving customer complaints.
• Excellent communication skills (written and verbal).
• Ability to work collaboratively with internal and external stakeholders.
• Proficiency in Microsoft applications

• Customer-focused with strong negotiation and problem-solving skills.
• Organised, detail-oriented, and able to manage competing priorities.
• Resilient and adaptable to changing needs.

Your Benefits:

• £450 yearly flexible benefit allowance.
• Flexible working arrangements.
• 25 Days Holiday + Bank Holidays (increasing annually up to 30 days).
• Option to buy or sell holiday days.
• Generous matched pension scheme (up to 12%).
• Immediate life cover upon joining.
• Recognition scheme offering retail vouchers.
• Wellbeing discounts including gym memberships.
• Diverse range of additional benefits.

If you're ready to make a positive impact and champion a customer-focused culture, apply now to join our dynamic team at SNG. We offer a supportive environment where your contributions are valued and opportunities for professional growth are encouraged