Customer Care Team Leader - Awaab's Law

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 have an opportunity for two Customer Care Team Leaders – Awaab’s Law – to join our team in Hull, to support managers to deliver high‑quality housing and repairs services in line with key performance indicators (KPIs) and operational standards, while driving continuous improvement across the service. The role sits within Awaab’s Law team, which comprises a Performance Manager and 16 coordinators. The team is responsible for overseeing and managing service outcomes across the organisation to ensure consistent compliance with Awaab’s Law and related statutory obligations.

• Assist in the management and development of effective systems and processes across housing and repair‑related customer services to support operational efficiency improvements, enable the accurate recording of customer information and the provision of a high quality and consistent customer experience.
• Manage day‑to‑day performance, developing skills to resolve more complex queries and achieve consistent first contact resolution.
• Allocate tasks and ensure that resources are deployed effectively to achieve business area KPIs and maintain services to a consistently high standard.
• Provide recommendations for improvements to services to address demand gaps or service deficiencies to support service growth, focusing on first contact resolution and the identification of future learning opportunities to achieve customer service excellence.
• Ensure the timely resolution of complex complaints and breakdowns in service delivery by undertaking thorough investigations, effectively communicating progress and outcomes to the customer and monitoring and reviewing the quality and appropriateness of responses.
• Support the recruitment, performance and development of quality staff to ensure that skilled staff are trained and available to meet business needs and individual accountabilities.

• Proven experience of administration relating to customer service and complaints.
• Proven experience analysing and diagnosing problems and implementing effective solutions.
• Working knowledge of relevant regulations, legislation and good practice.
• Proven experience in developing, managing and motivating people.
• Proven experience of effective communication at all levels.

We are a not‑for‑profit housing association, owning and managing around 125,000 homes. We foster a diverse and inclusive culture and nurture and reward talent. Our customers are at the heart of what we do, and colleagues help make a real difference to people’s lives.

• 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.
• Wellbeing support and tools.
• Staff Networks that support inclusion and provide invaluable support to colleagues.
• Salary of £34,924 per annum (rising to £36,762 per annum after 12 months, subject to satisfactory performance).

If you’re unsure about any details, have questions about the role or want to discuss a need for adjustments, our talent team will be happy to help you. We reserve the right, depending on application numbers, to close or extend the closing dates for positions; we therefore recommend an early application.