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SalarySanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.
Senior Customer Care Coordinator
Glasgow
£33,477 - £35,239 per year
35 hours per week
We have an opportunity for a friendly and approachable Senior Customer Care Coordinator to join our Customer Care team, which sits within of our wider Development function. Working within a team of 4 customer coordinators, you will support and mentor the team providing technical advice regarding defects.
The role of Senior Customer Care Coordinatorwill include:
- Assist the Head of Customer Care in the development and delivery of after sales processes
- Identifying any shortfalls in service delivery and ensuring they are dealt with appropriately
- Liaising with contractors regarding defects and assisting with the end of defect process to ensure it is handled in an effective and customer focussed manner
- Manage the delivery of a high quality and consistent complaint resolution service, ensuring that escalated complaints are managed to meet customers expectations
- Develop, maintain and review relevant policies and procedures to ensure that they deliver excellent customer service
- Manage the production and presentation of formal reports to both internal and external stakeholders
Skills and experiences:
- Degree, management qualification or relevant professional qualification
- Proven experience in managing administration processes relating to customer complaints and compensation
- Proven experience analysing and diagnosing problems and implementing effective solutions
- Working knowledge of relevant regulations, legislation and good practice
- Excellent Communication and Customer Care skills
- Proficient user of Microsoft Office applications
- Travel is a requirement of the role, therefore a full valid driving licence is essential
Why work for us?
One of the UK’s leading providers of housing, care and commercial services, Sanctuary employs more than 14,000 people and manages over 116,000 units of accommodation throughout England and Scotland, including general rented, retirement living, supported housing, student and key worker accommodation and care homes. Sanctuary also provides a range of other services including maintenance, care and telecare, all of which are delivered by our dedicated employees who are completely committed to customer service.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays
- A pension scheme with matching employer contributions from Sanctuary up to set limits
- Life Assurance
- Employee Volunteering scheme
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Employee discounts
- Wellbeing support and tools
- Employee recognition scheme
- £33,477 per annum (rising to £35,239 per annum after 12 months, subject to satisfactory performance)
To view the job profile please click here
Closing Date: 9 February 2024
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
‘For an insight into what it’s like to work for us, take a look at#LifeatSanctuaryon Twitter’
Building Equality and Diversity
Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.
