Quality and Customer Experience Team Leader

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

We have a brand new, exciting opportunity for you to join our Customer Experience Team within the Customer Hub in Hull. As a Quality and Customer Experience Team Leader, you will be responsible for leading and motivating a team of Quality and Customer Experience Officers and will monitor the delivery of quality services for the Customer Hub, ensuring that all services are delivered in an exemplary standard in line with customer and corporate strategies.

You will be at the forefront of helping us to create and shape this team, providing recommendations, support and guidance to build a vision and framework for the team to work within that evolves over time to incorporate a continuous improvement model. You will be responsible for ensuring that our staff are engaged in delivering outcomes that put the customer first and will work closely with teams in the Customer Hub to understand what we are doing well and how we can advance our quality and customer experience further.

You will have the opportunity to put action plans together to successfully implement improvements required across the Customer Hub based on your findings and data gathered within the team and our customer satisfaction scores. You will work alongside our Quality and Customer Experience Manager to evolve the team over time and ensure that we develop a robust quality assurance model that supports all staff and ensures they are trained, supported and fulfilled in their roles.

We are looking for someone who is dedicated to Customer Experience and passionate about making continuous improvements that deliver the right results and quality we expect. Someone who is excited about leading and inspiring others to develop further. Someone who embraces change and works well in an evolving setting, tailoring themselves and adapting as required to suit people. Someone who thrives on bringing new ideas to life, engaging with people and taking risks where necessary to get the right outcomes. Someone who is able to confidently manage their workloads efficiently, work independently and make decisions.

The role of Quality and Customer Experience Team Leader will include:

• Leading and motivating a team of Quality and Customer Experience Officers
• Identifying trends and lessons learnt to make recommendations for service improvement and seek opportunities to enhance customer experience
• Capturing and improving Customer satisfaction, working alongside our residents in line with our Resident Engagement Strategy
• Creation and implementation of a dashboard showcasing current performance
• Implementing appropriate and timely training that enhances the customer experience and satisfaction levels

Skills and experiences:

• Experience of people management and development, preferably in a customer service or contact centre environment
• Excellent understanding of written and spoken English
• Proven experience of effective communication at all levels
• Experience of analysing information and producing reports and recommendations
• Proven experience of working to deadlines and prioritising workloads
• Ability to adapt/tailor to individuals as required
• Working knowledge of Microsoft Office including Word, Excel and Outlook

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. 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 (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

As part of your application, please upload an Expression of Interest in the Cover Letter section detailing the below:

• Using personal experience and examples, please answer the following questions. Each answer should be no more than 300 words.
• What strengths and behaviours do you bring that make you a strong Team Leader?
• How would you support colleagues and contribute to improving performance within a team?
• How would you help create and maintain a positive and inclusive team culture?

If your application is shortlisted, interviews are scheduled for the week commencing Monday 2 March. We anticipate the successful candidate will start the role in April. 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 — housing.recruitment@sanctuary.co.uk

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.