Customer Improvement Specialist

SNG (Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes.

Our purpose is to provide good, affordable homes. We provide over 84,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.

We're now looking for a Customer Improvement Specialist to join our team,playing a vital role in driving service improvements and ensuring the voice of the customer shapes what we do.

You'll be based in either our office in Basingstoke, or Wembley combining both office and home working to ensure a positive work / life balance.

The Role

As a Customer Improvement Specialist, you'll help us strengthen our lessons learned and small change frameworks – making sure we continuously improve the way we deliver services.

Working closely with the Head of Customer Improvement, you'll:

• Track and monitor management action plans from our ‘lessons learned' reviews of housing ombudsman complaint case determinations.
• Help design, embed, and maintain our small change process across the Customer Directorate.
• Provide insightful reporting and updates to senior leadership and customer panels.
• Use data and analysis to identify trends, risks, and opportunities for service improvement.
• Champion best practice and help others interpret performance information to drive positive change.

This role is perfect for someone who thrives on problem-solving, spotting opportunities for improvement, and working with stakeholders to make things happen.

What we're looking for

• Strong critical thinking and analytical skills.
• Experience in service improvement, change management, complaint and/or policy reviews.
• Proven ability to engage and influence stakeholders, working with stakeholders of all levels.
• Experience writing reports for large audiences.
• The ability to thrive under pressure and manage multiple priorities.

Benefits

We have some great benefits at SNG, including:

• 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
• 3 additional Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• 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

We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive. Apply today to be considered!