We have a fantastic opportunity for a full-time permanent Operation Support Coordinator to join our Compliance Services Team working from our Basingstoke office.
About Sovereign Network Group (SNG)
We are thrilled to have joined forces with Network Homes in October 2023, which now places us as the 6th largest housing association in the UK. Sovereign and Network Homes have come together as SNG (Sovereign Network Group) - an organisation that takes the best of both and makes it even better.
The role
We are committed to making a lasting, positive impact on our customers by providing safe, high-quality homes and connected communities. You will play a key role in delivering excellent customer service by managing planned, compliance, and repair appointments efficiently and effectively. Working closely with colleagues and contractors, you'll ensure all work meets regulatory standards and supports a consistent, customer-focused experience across our housing stock. This role requires a proactive approach in a fast-paced environment, aligned with our values at SNG.
Key accountabilities include
Operational Delivery
- Ensure safe, timely, and customer-focused service outcomes.
- Promote a positive, safety-led culture and escalate concerns appropriately.
- Collaborate effectively across teams, partners, and departments.
- Adapt to workload changes and support cross-functional priorities.
- Build trust-based relationships with field teams and stakeholders.
- Identify resourcing needs to maintain service continuity and mitigate risk.
- Monitor reports to track targets, optimise operative utilisation, and flag issues.
- Act as the first point of contact for operational queries in your area.
- Assist with complaint handling and resolution.
- Ensure consistent application of systems and processes across teams.
- Maintain strong knowledge of compliance, legislation, and procedures.
Financial Management
- Follow processes to ensure financial compliance and budget alignment.
- Accurately process purchase orders and invoices.
- Support cost recovery and improvement project delivery.
Stakeholder Management
- Build effective working relationships with colleagues, contractors, and stakeholders.
- Follow organisational policies and represent the business professionally.
- Data and compliance
Knowledge & Skills required:
- Ability to flex and support colleagues during periods of high workload
- Experience of operating within a fast paced highly regulated environment
- Ability to propose creative solutions that drive improvement
- Excellent decision-making skills enable responsive action to ensure the best customer outcome
- Evidence of excellent customer service achievements in a busy delivery environment
- Excellent oral and written communication and interpersonal skills
- Ability to interpret and use complex data
- Excellent stakeholder management skills with proven ability to engage and influence others to deliver the best outcomes
- Knowledge of relevant health, safety and environmental legislation with focus on
compliance within all activities undertaken by the teams
- Ability to communicate responsibilities to data users and assure the proper use of data
within the Customer Data Domain
- Understanding of data breaches, associated implications and industry standards of preventing/triaging a breach
- High level understanding of safety compliance processes and procedures, and ensuring these are followed at all times to manage risk to customers and Sovereign.
- Ability to impact assess and to understand the difference between 'major' and 'minor' data issues.
- Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations
What you'll receive from us
We have some fantastic benefits on offer at Sovereign, 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
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive, whatever their personal or professional background. We encourage applications from all. We believe that diverse talent makes us stronger.