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- Tasks: Lead a team ensuring top-notch customer service and resolving queries efficiently.
- Company: Sanctuary is a leading UK provider of housing, care, and community services.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and wellbeing support.
- Why this job: Join a diverse team making a real difference in people's lives.
- Qualifications: Experience in managing teams in customer service environments is essential.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 40334 - 42457 £ per year.
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.
Customer Relations Team Manager
Worcester based with a balance of home and office working
£40,334 – £42,457 per year
37.5 hours per week
Monday-Friday – 9am-5:30pm
We have an exciting new opportunity for a Customer Relations Team Manager to join our Complaints department. Responsible for heading up our workflow function, dealing with all incoming email and telephone traffic to the Complaints Team, logging complaints, customer contact and general enquiries. For this role you will be responsible for a team of 15. 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 complaints journey.
The role of Customer Relations Team Manager will include:
- Managing a team of Customer Relations Officers who manage and resolve customer complaints to resolution in a timely manner and to a high-quality standard
- Supporting the recruitment, performance management and development of staff, sharing knowledge and collaborating with peers to improve personal and team performance
- Assisting with the management, development and implementation of effective systems and processes, making and implementing improvements
- Managing relationships with internal and external customers, identifying shortfalls in delivery and making improvements
- Responding positively to complaints and breakdowns in service delivery to meet customer expectations
Skills and experiences:
- Experience in leading and managing complaints teams in a regulated environment to deliver an outstanding service to a variety of customers with differing needs
- The ability to build strong working relationships at all levels of the organisation
- Strong organisational skills with the ability to prioritise your own workload, whilst always improving customer service
- Experience at working towards team and personal productivity and quality targets, implementing improvements where these are not being achieved
- Strong working knowledge of the Housing Ombudsman complaint handling rules
Why work for us?
We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.
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 matching employer contributions from Sanctuary up to set limits
- Life Assurance
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Wellbeing support and tools
- Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
- Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
- Role salary is £40,334 per annum (rising to £42,457 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 fantastic talent team will be happy to help you – corporate.recruitment@sanctuary.co.uk
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
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 unlawful working. Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.
Job Segment: Manager, Customer Service, Management
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Customer Relations Team Manager employer: Sanctuary Group
Contact Detail:
Sanctuary Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Team Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and service standards relevant to customer relations. Understanding these metrics will help you demonstrate your ability to manage a team effectively and ensure exceptional service delivery.
✨Tip Number 2
Showcase your experience in leading teams by preparing examples of how you've successfully managed performance and developed staff in previous roles. Be ready to discuss specific strategies you've implemented to improve team dynamics and service outcomes.
✨Tip Number 3
Highlight your ability to build strong relationships with both internal and external customers. Prepare anecdotes that illustrate how you've resolved complaints or improved service delivery, as this will resonate well with the role's focus on customer satisfaction.
✨Tip Number 4
Research Sanctuary's commitment to diversity and inclusion. Be prepared to discuss how you can contribute to fostering an inclusive environment within the team, as this aligns with their core values and mission.
We think you need these skills to ace Customer Relations Team Manager
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Customer Relations Team Manager position. Understand the key responsibilities and required skills, so you can tailor your application to highlight relevant experiences.
Highlight Leadership Experience: In your CV and cover letter, emphasise any previous experience in managing teams, particularly in customer service or call handling environments. Use specific examples to demonstrate how you've successfully led teams to meet targets and improve service delivery.
Showcase Problem-Solving Skills: Provide examples of how you've effectively resolved customer complaints or improved processes in past roles. This will show your ability to handle challenges and maintain a positive customer service journey.
Tailor Your Application: Make sure your CV and cover letter are tailored specifically for this role at Sanctuary. Mention their commitment to diversity and inclusion, and express how your values align with theirs. This personal touch can make a significant difference.
How to prepare for a job interview at Sanctuary Group
✨Showcase Your Leadership Skills
As a Customer Relations Team Manager, you'll be leading a team of Customer Relations Officers. Be prepared to discuss your previous leadership experiences, how you motivate your team, and any strategies you've implemented to improve performance.
✨Demonstrate Customer-Centric Thinking
This role is all about ensuring exceptional customer service. Share examples of how you've handled customer complaints in the past, focusing on your approach to resolving issues and enhancing the customer experience.
✨Highlight Your Organisational Abilities
With a team to manage and multiple tasks to juggle, strong organisational skills are crucial. Discuss how you prioritise workloads and manage time effectively, especially in a fast-paced environment like a 24/7 contact centre.
✨Emphasise Your Commitment to Diversity and Inclusion
Sanctuary values diversity and inclusion highly. Be ready to talk about how you have fostered an inclusive environment in your previous roles and how you plan to support this culture within the team.
