At a Glance
- Tasks: Manage operational performance, drive service improvements, and support team development in a high-volume contact centre.
- Company: Sanctuary Housing Association is a not-for-profit organisation managing around 125,000 homes.
- Benefits: Enjoy 25 days annual leave, a pension scheme, and employee discounts among other perks.
- Other info: This role is based in Hull, with a flexible approach needed for evenings and weekends.
- Why this job: Join a diverse team committed to improving customer outcomes and driving operational efficiency.
- Qualifications: Proven leadership experience in a contact centre with strong analytical and communication skills required.
The predicted salary is between 45627 - 48029 £ per year.
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 know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.
We are seeking a Customer Care Performance Manager to join our Customer Hub team in Hull. The Customer Hub manages inbound customer contact relating to repairs, incidents, and general housing enquiries. This is an exciting opportunity for an experienced leader to drive performance, efficiency and continuous improvement across a high-volume contact centre operation. You will take ownership of operational performance across your region, ensuring delivery against KPIs, improving processes, and supporting the development of high-performing teams. This role requires strong leadership, analytical thinking, and the ability to drive change, ensuring excellent customer outcomes and service delivery.
Role responsibilities
- Managing operational performance across teams, ensuring delivery against KPIs including call handling, resolution and satisfaction
- Analysing performance data, identifying trends and implementing improvements
- Ensuring resources are effectively allocated to meet demand
- Leading and developing Team Leaders and wider teams
- Producing performance reports and providing insights to senior management
- Driving service improvements and operational efficiency
- Managing recruitment, performance and development of staff
- Building relationships with internal and external stakeholders
- Supporting system and process improvements
- Contributing to wider strategic projects
Skills and experiences
- Proven experience in a similar leadership role
- Strong experience managing and motivating teams
- Experience in a contact centre or customer service environment
- Proven ability to drive performance and process improvements
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities and meet deadlines
- Knowledge of housing or related services
- Strong IT and data analysis capability
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
- 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
- Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
Role salary is £45,627 (rising to £48,029 per annum after 12 months, subject to satisfactory performance)
Closing Date: 29 June 2026
Customer Care Performance Manager employer: Sanctuary Group
Sanctuary Housing Association is dedicated to fostering a diverse and inclusive culture while managing 125,000 homes. Employees benefit from 25 days annual leave, a supportive environment, and opportunities for professional growth. The team is focused on making a real difference in people's lives through excellent customer service.
