Complaint Insight Officer

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.,

• 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.
  
  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., 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 .

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 creating thousands of new affordable homes every year. We have a fantastic opportunity to join our high performing Customer Insight team as a Complaint Insight Officer. Based out of our head office in Basingstoke, you'll combine office and home working to ensure a positive work / life balance.