Job Description

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.

Customer Relations Officer

Office location is flexible dependent upon suitable candidate - balance of home and office working

\xc2\xa327,493 - \xc2\xa328,940 per year

37.5 hours per week - Monday to Friday, 9:00am - 17:00pm

We are looking for several Customer Relations Officers to join our Customer Relations team in Hull. The Customer Relations team currently consists of 40 people and deal with complaints into the business from customers, MP\'s and our regulator. These roles will work in the team that deals predominantly with Stage 1 complaints from Customers along with some MP complaints 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 Customer Relations Officer will include:

• Managing customer complaints through to resolution
• Raising the necessary works required to resolve the complaint, updating the customer both verbally and in writing
• Ability to work to deadline and hit KPI\'s
• Ability to spot potential for improvements and confidence to make suggestions

.

Skills and experiences:

• You must have previous complaint handling experience in a regulated environment
• You must have previous experience delivering timely high quality outcomes to our customers
• Ability to extract and interrogate data from our databases
• 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
• Ability to work in a fast paced changing environment
• A positive attitude, a can do approach and great communication skills

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 Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• \xc2\xa327,493 per annum (rising to \xc2\xa328,940 per annum after 12 months, subject to satisfactory performance)

Closing Date: 07 September 2023

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 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.

Sanctuary Group