customer service manager London, England
Job description
Sanctuary 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.
Regional Customer Services Manager
London with a balance of home and office working
£54,003 - £56,845 per year
37.5 hours per week
We are looking for a Regional Customer Services Managers to join our Housing Team in London. In this role you will manage complex or longstanding enquiries and external stakeholder escalations to support operational teams in order to deliver positive outcomes for customers. You will support the implementation and delivery of regional customer engagement strategies. We are looking for someone who is proactive, target driven and customer orientated.
The role of Regional Customer Services Manager will include:
- Deliver a responsive and customer focused service in line with our customer and corporate strategies, acting as an advocate for customers and seeking to deliver a positive outcome in response to complaints, high profile issues and enquiries
- Take ownership and accountability for ongoing, timely and effective communication with customers, identifying customer needs and expectations
- Act as a conduit between teams to co-ordinate and resolve complex external enquiries, holding others to account for service delivery on behalf of customers
- Take ownership and accountability for monitoring complaints and enquiries, and ensuring proposed resolutions are delivered in a timely manner
- Oversee the provision of high quality, detailed and comprehensive responses to customer and external stakeholder enquiries (including MPs, Ombudsman), ensuring a “right first time” approach
- Support the operational teams and Regional Director to build effective working relationships with stakeholders, delivering proactive communications to update relevant information and service improvements
- Manage Front of House staff to deliver a customer focused, “right first time” service to customers visiting Sanctuary locations and surgeries. Lead by example and reflect the Group values and behaviours in the team culture
- Analyse data and identify trends and “lessons learnt”, make recommendations and implement service improvements
- Update and maintain all manual and computerised records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies
- Contribute, as appropriate, to special programmes and projects in support of the Group's values and objectives
Skills and experiences:
- NVQ3 or equivalent in Customer Service
- Experience of providing high quality customer service in a Social Housing setting
- Significant experience of handling complaints
- Proven experience of prioritising workloads and an ability to deliver against deadlines
- A knowledge and understanding of the political landscape of the region and of the social housing sector
- Proven experience of staff management, preferably in a customer service environment Significant experience of providing verbal and written communications to a variety of audiences
- Proven experience of analysing and diagnosing problems and implementing solutions
- Experience of analysing information and producing reports and recommendations
- Experience in Microsoft Office packages including Word, Excel and Outlook
- Occasional travel may be requirement of the role, therefore a full valid driving licence is essential
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
- £54,003 per annum (rising to £56,845 per annum after 12 months, subject to satisfactory performance)
To view the job profile, please click here
Closing Date: 13 August 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 #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 unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.
