We're looking for a Customer Complaints Specialist T2 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. reconciliations. Job Description 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 .