Complaint Insight Officer

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. 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 ..... full job details .....