We have a fantastic opportunity to join Sovereign Network Group as Central Assistant Complaints Officer until April 2026. You'll be based from our office in either Wembley – London or Hertfordshire. This role will combine office and home working to ensure a positive work/life balance.
It's a really exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.
The Role
We are seeking a detail-oriented and proactive Central Assistant Complaints Officer to support out Central Complaints team, triaging incoming work and assisting with essential administration tasks.
Responsibilities include:
* Manage and maintain the three mailboxes managed by Central Complaints within Service Level Agreements
* To respond to Councillor/MP enquiries under the direction of the Complaints Manager
* Produce accurate and well-presented documents, to high levels of accuracy and within agreed turnaround times and managing the filing systems for the Central Complaints Team
* To triage complaints and other service requests to determine the most appropriate procedure to be used for resolving them.
* Administer the compensation procedure to ensure that all compensation awards are paid within the specified deadline.
What we need from you
* Demonstrable experience of delivering exceptional Customer Service preferably in a regulated environment
* Excellent communications skills and demonstrable experience of complex letter writing.
* Collaborative and proactive approach to problem solving.
* Ability to demonstrate empathy and understand customer concerns.
* Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, word, excel, CRM system).
Your Benefits
We have some great benefits at SNG, including:
* £450 yearly flexible benefit pot to use against benefits of your choice
* 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
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* 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
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.
If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!
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