Customer Service Delivery Specialist

Overview

Analyze data to enhance omni-channel customer service and drive digital strategy improvements.

Key Responsibilities

• digital strategy
• omni‑channel
• data analysis
• trend identification
• journey mapping
• customer experience

Tasks

As our Customer Service Delivery Specialist, you will play a pivotal role in transforming how we engage with our customers. You'll provide support in the delivery of our customer choice/digital strategies, ensuring a seamless, consistent experience across all of our channels. You'll be using your analytical skills to look at our data, identify trends and map our customer journey. Constantly looking for ways to improve our our customers omni-channel experience. This is an exciting opportunity to be part of making a real difference to our service delivery.

Requirements

• compliance
• communication
• contact centre
• analytics
• customer service
• collaboration

What You Bring

Do you have strong analytical skills and a drive to improve customer service delivery? Someone who is passionate about delivering first class customer service with an ability to analyse and interpret data. You'll constantly analyse our data to tell a story and drive service improvements. Experience of collaborative working with key stakeholders is key to providing a unified customer experience. -Knowledge of relevant housing legislation, regulations, and best practices, with a commitment to ensuring compliance and safeguarding procedures -Exceptional communication skills, building rapport with a wide range of internal and external stakeholders will be crucial -The ability to handle challenging customer situations with empathy, professionalism, and resilience -An understanding of working in a contact centre environment with an omnichannel strategy

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Benefits

This is a full time permanent role where we are offering a starting salary of £32,000 - £38,000 depending on experience. We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation. As a member of the Customer Services Team you will be part of a friendly, dynamic and supportive working environment. You'll need to be able to come in to the office regularly during your initial training, but we'll offer more hybrid working as you grow in confidence. -Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service -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 -Options for private medical insurance, dental insurance and critical illness cover -25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) -Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)

About Sng (Sovereign Network Group)

-Born from a merger of two housing associations, Sovereign and Network Homes. -Today it manages homes and serves residents across London and southern England, crafting places where families thrive. -SNG plans homes over the coming decade with significant finance deals. -By early 2025 it reported strong financial health. -Its typical projects include building affordable homes, regenerating brownfield sites, retrofitting existing properties, and partnering on shared-ownership schemes. -SNG combines regional teams—covering local housing services—with central expertise in customer engagement, development, finance, and sustainability. -SNG maintains credit ratings across major agencies. -Its ‘Homes and Place Standard’ ensures new and existing homes meet high design, quality and net-zero readiness benchmarks.

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