Job Title Complaint Insight Officer Organisation Sovereign Network Group Job Description We have a fantastic opportunity to join our high performing Customer Insight team as a Complaint Insight Officer on a fixed term basis until June 2026. Based out of our head office in Basingstoke, you'll combine office and home working to ensure a positive work / life balance. The Role This is an opportunity to build relationships and work with stakeholders across the whole of SNG to ensure high risk Stage 1, Stage 2, and Housing Ombudsman (HOS) complaints are managed appropriately. You will ensure that investigations are robust, customer issues are addressed, and communications are maintained to expected standards. At SNG we are committed to delivering a great customer experience. Managing complaints effectively and appropriately is critical to this and minimises SNG's exposure to reputational risk and external investigation. Key Responsibilities Include Collaborate with SNG's Complaints teams on HOS cases and non-HOS cases deemed ‘medium risk' and ‘high risk' to ensure that all aspects of the case are properly evaluated and addressed. Present case summaries and reviews at meetings and forums as required. Make recommendations on case management and improvement actions as appropriate. Provide assurance by objectively reviewing and quality checking responses at Stage 1, Stage 2 and HOS, ensuring they are compliant, address the issues raised, and meet best practice requirements. Engage with stakeholders from across SNG to ensure the importance of high-quality complaint responses is understood. Be one of SNG's subject matter experts in Compliant Handling including the HOS Complaint Handling Code. What We're Looking For If you've got experience of working with complaints and within regulatory guidelines, that's great, but not essential. You'll also have An investigative mindset allied with curiosity. Strong communication skills and report writing experience. Excellent attention to detail. The ability to collaborate with colleagues across SNG, and with external stakeholders. The ability to manage the expectations of your stakeholders. A willingness to take personal ownership of issues. What you'll receive from us We have some fantastic benefits on offer at SNG, including: £450 flex-pot annually, discounted shopping & cycling scheme 25 Days Holiday Bank Holidays (with an extra day every year up to 30 days) Company pension scheme matched up to 12%, life cover at 4x your salary Flexible working - we're committed to giving people flexibility as widely as possible Options for private medical insurance, dental insurance & critical illness cover 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. This is a great opportunity to join the team as we progress through an exciting period of change. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters.