Title:  Senior Customer Relations Officer

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Senior Customer Relations Officer

Hull/ Worcester based with a balance of home and office working

£35,098 - £36,945 per year

37.5 hours per week

We are seeking a Senior Customer Relations Officer to join our Customer Relations team. The Customer Relations team currently consists of 10 people and deal with complaints into the business from customers, MP’s and our regulator. This role will work in the team that deals with Stage 2 complaints from Customers, MP’s and enquiries from the regulator.

Although this job can be challenging, every day is different and there is no better buzz than helping our customers by turning dissatisfaction into satisfaction.

The role of Senior Customer Relations Officer will include:

• Managing Complaints at Stage 2 of our complaints process from either customers or MP’s or our regulator.
• Liaising directly with customers to resolve their concerns
• Formulating responses to the complaint including compensation payments in line with our internal guidance
• Identifying Learning outcomes from complaints to enable improvements to be made
• Listening out for wellbeing cues, to identify vulnerable customers and escalate to our regional teams or the welfare services, as/when appropriate
• Ability to work to deadline and hit KPI’s
• Ability to spot potential for improvements and confidence to make suggestions

Skills and experiences:

• Experience of managing administration processes relating to complaints
• Experience of carrying out complex investigations
• You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure
• You must be able to handle different types of calls and enquiries, and show empathy and understanding when our customers may be upset or angry
• Strong organisational skills with the ability to prioritise your own workload, as well as working as part of a team towards shared targets and KPIs
• A positive attitude, a can do approach and great communication skills
• Experience of managing a variety of complex enquiries

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

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 employer contributions from Sanctuary
• 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
• £35,098 per annum (rising to £36,945 per annum after 12 months, subject to satisfactory performance)

To view the job profile, please click here

Closing Date: 18 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 #LifeatSanctuary on 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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.