Customer Relations Officer in Worcester

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 are seeking a Customer Relations Officer to join our Customer Relations team based in Worcester, to provide a high quality support service for the effective and timely response to all Stage 1 housing customer complaints in support of Group objectives. The role will work in the team that deals with Stage 1 complaints from Customers, MP's and enquiries from the regulator. The role is mostly remote with occasional travel to the Worcester office as required.

The role of Customer Relations Officer will include:

• Managing customer complaints through to resolution
• Raising the necessary works required to resolve the complaint, updating the customer both verbally and in writing
• Ability to work to deadline and hit KPI’s
• Ability to spot potential for improvements and confidence to make suggestions

Skills and experiences:

• Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls
• Ability to handle different types of calls and enquiries, and show empathy and understanding when our customers may be upset or angry
• Previous experience delivering timely high quality outcomes to our customers
• Ability to extract and interrogate data from our databases
• Professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure
• Strong organisational skills with the ability to prioritise your own workload, as well as working as part of a team towards shared targets and KPIs
• Ability to work in a fast paced changing environment
• A positive attitude, a can do approach and great communication skills

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
• 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

Role salary is £30,517 (rising to £32,123 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 – 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.

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.