Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage customer enquiries and deliver exceptional service in a dynamic environment.
- Company: Join a diverse and inclusive organisation focused on customer service excellence.
- Benefits: Enjoy 25 days annual leave, pension contributions, and wellbeing support.
- Other info: Opportunities for career growth and a supportive team culture.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in housing services and strong customer service skills required.
The predicted salary is between 31938 - 33619 £ per year.
This job is based within the Customer Hub, in Hull. The Customer Hub focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering around 125,000 properties. You will be responsible for delivering exceptional customer service to our customers, ensuring the effective and timely resolution of customer queries, and providing administrative support in the case management process. This is a pivotal role in our organisation and you will ensure that our customers and their expectations are managed in a professional, efficient manner, ensuring they have a positive customer service journey.
Role Responsibilities
- Managing a caseload of customer enquiries within the Customer Hub, identifying and implementing improvements where necessary.
- Resolving complex housing management enquiries within the relevant quality and regulatory frameworks, ensuring that actions and outcomes are recorded accurately and promptly.
- Working closely with our Housing Management teams to ensure that customer issues are resolved in a timely and professional manner.
- Preparing and maintaining planning schedules for the local operations to meet service requirements and customer expectation.
- Making recommendations on service improvements to support continued improvements to customer relations.
Skills and Experiences
- Previous experience of managing the delivery of housing services is desirable.
- Proven knowledge of housing regulations, legislation and best practice plus you must hold an NVQ/QCF Level 3 in Customer Service (or equivalent) with proven experience of delivering customer service excellence.
- You must have strong organisational skills with the ability to prioritise your own workload and work as part of a team towards shared targets and KPIs.
- You must be able to handle different types of enquiries as and when they are presented to you, adapting your customer service delivery to the customer’s needs.
- You must have proven experience of analysing and diagnosing problems and implementing effective solutions.
- You must have a positive attitude, a can-do approach and great communication skills.
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.
- Wellbeing support and tools.
- Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.
Inclusion and Equality
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.
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.
Customer Case Officer employer: Sanctuary Group
Contact Detail:
Sanctuary Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Case Officer
✨Tip Number 1
Get to know the company! Research their values and mission, especially around customer service excellence. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Case Officer, you'll need to handle various enquiries. Role-play with a friend or family member to get comfortable with different scenarios and responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing services. This can give you insider knowledge and potentially a foot in the door.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and ready to contribute to our mission of exceptional customer service.
We think you need these skills to ace Customer Case Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Case Officer. We want to see how you can bring your unique flair to our Customer Hub!
Showcase Your Customer Service Skills: Since this role is all about delivering exceptional customer service, share specific examples from your past experiences that demonstrate your ability to handle enquiries and resolve issues effectively. We love a good story!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out and are easy to read. No one likes wading through long paragraphs!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Sanctuary Group
✨Know Your Stuff
Make sure you brush up on housing regulations and customer service best practices. Familiarise yourself with the specific services offered by the Customer Hub, as this will show your genuine interest in the role and help you answer questions more confidently.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complex customer enquiries in the past. Think about specific situations where you identified issues and implemented effective solutions, as this will demonstrate your ability to handle the challenges of the role.
✨Demonstrate Team Spirit
Since collaboration is key in this role, be ready to discuss how you've worked effectively within a team. Highlight any experiences where you contributed to shared targets or helped improve team dynamics, showing that you're a team player who can work towards common goals.
✨Bring a Positive Attitude
Your attitude can make a huge difference in customer service roles. Be prepared to talk about how you maintain a positive outlook, even when faced with difficult situations. This will reflect your can-do approach and reassure the interviewers that you can handle the demands of the job.