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- Tasks: Coordinate and monitor complaint resolutions to ensure customer satisfaction.
- Company: Sanctuary is a not-for-profit organisation providing in-house repairs and maintenance services.
- Benefits: Enjoy 25 days annual leave, a pension scheme, wellbeing support, and flexible employee benefits.
- Why this job: Join a diverse team making a real difference in people's lives with a focus on customer care.
- Qualifications: Experience in complaints handling and administration; knowledge of property services is a plus.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 22700 - 29000 £ per year.
Complaints Works Coordinator
Francis Street – Hull
£32,762 per year (pro rata)
40 hours per week – Monday to Friday 08.00-16.30
6 month secondment opportunity available upon current line management approval
We have a temporary 6 month opportunity in the Property Services Regional Complaints team. This will be additional headcount for two Coordinators already in post. Current staff are based in Hull, but this position can be applied for from anywhere in the Northern region if suitable, with a mixture of home and office working.
Responsibilities
- Delivery of high quality and consistent complaint resolution service including the gathering of relevant information, formulating responses and ensuring all customers are contacted in a timely manner
- Ensure the timely coordination of all outstanding works actions by undertaking thorough investigations and supporting colleagues in their investigations
- Effective recording and communicating of progress and outcomes to all parties
- Liaising directly with customers, external contractors and other areas of the business to coordinate planned works, resolve enquiries and provide timely, accurate information to the regulator
- Implement and maintain effective systems and processes ensuring compliance with the Group\’s internal policies and procedures at all times
- Build and maintain strong effective working relationships with internal and external stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering a high level of customer service that meets the changing needs of the Group
Skills and Experiences
- Excellent analytical skills with proven ability to make sound, common sense judgements
- Ability to complete complex investigations to source and crystalise core details from a wide range of data and information sources
- Ability to work under pressure and to tight deadlines
- Excellent written and oral communication skills
- Excellent interpersonal and customer care skills
About Us
We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Benefits and Package
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
- A pension scheme with employer contributions from Sanctuary
- Life Assurance
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Wellbeing support and tools
- Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
Inclusion and EEO
Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We encourage and welcome applications from people from diverse backgrounds to support our mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.
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 Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.
Job Segment: Temporary, Customer Service, Contract
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Complaints Works Coordinator employer: Sanctuary Group
Contact Detail:
Sanctuary Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Works Coordinator
✨Tip Number 1
Familiarise yourself with the Scottish Public Sector Ombudsman requirements and the Group's Complaints policies. Understanding these frameworks will help you demonstrate your knowledge during interviews and show that you're prepared to uphold their standards.
✨Tip Number 2
Highlight any experience you have in customer service or complaint resolution. Be ready to share specific examples of how you've successfully managed complaints in the past, as this will showcase your ability to handle similar situations at StudySmarter.
✨Tip Number 3
Network with current or former employees of Sanctuary or similar organisations. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage in your application and interviews.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to improve processes in previous roles. Being able to articulate your problem-solving abilities will be crucial for a role focused on investigating and analysing complaint data.
We think you need these skills to ace Complaints Works Coordinator
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints Works Coordinator position. Understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in handling complaints or working in property services. Use specific examples to demonstrate your skills in customer care, communication, and problem-solving.
Showcase Your Skills: Make sure to highlight your proficiency in Microsoft packages and any experience with SAP or Field Service Management software. Mention your ability to analyse data and produce reports, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also reflects your understanding of Sanctuary's values. Discuss how your approach to customer service aligns with their commitment to empathy and inclusivity.
How to prepare for a job interview at Sanctuary Group
✨Understand the Complaints Process
Familiarise yourself with the complaints handling process, especially within a property services context. Be prepared to discuss how you would gather information and formulate responses to ensure customer satisfaction.
✨Showcase Your Communication Skills
Demonstrate your exceptional communication abilities during the interview. Use clear and empathetic language when discussing past experiences, especially those involving customer interactions and conflict resolution.
✨Highlight Your Investigative Experience
Be ready to share examples of how you've conducted thorough investigations in previous roles. Discuss any analytical skills you possess that help in identifying trends and recommending improvements based on complaint data.
✨Emphasise Relationship Building
Talk about your experience in building strong working relationships with both internal and external stakeholders. Provide examples of how these relationships have helped you achieve successful outcomes in your previous roles.