Customer Lettings Manager in Adderbury

Home working covering the Midlands and South West Regions, with an expectation of occasional travel to our locations in Plymouth, Torbay, Swindon, Banbury, Telford and Birmingham. £40,334 - £44,580 per year plus Company car. 37.5 hours per week – Monday to Friday.

We have an opportunity for a Customer Lettings Manager to join our Neighbourhood Operations team, based in Banbury. The main purpose of this role is to lead a locally based team to deliver a high quality lettings service in line with the Housing Services Operational Plan and the wider aims of the Group.

The role of Customer Lettings Manager will include:

• Managing a customer-focused quality lettings service from application to becoming a new Sanctuary customer within the local operation.
• Monitoring the delivery of affordable housing programmes and ongoing void property re-let performance to ensure the viability of the business.
• Proactively managing all complaints, requests for review and appeals in line with Group Policies, focussing on first contact resolution.
• Developing and maintaining relationships with customers and colleagues and across Housing to ensure the effective management of housing related services.

Skills and experiences:

• Previous experience in delivering high quality lettings or voids services.
• An understanding of the strategic nature of the role, engaging in LA Allocations Policy and Nomination Reviews, updating / creating Service Level Agreements for temporary accommodation, assessing the need for, and implementing, Local Lettings Plans, show an awareness and understanding of S106s.
• Ability to manage a large and dispersed team.
• Proven experience of good practice resident engagement activities.
• Proven experience of leading a high performing team including performance management.
• Excellent communication and negotiation skills.
• Previous experience of working to deadlines and prioritising work loads.
• Excellent interpersonal and customer care skills.
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams.

This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence.

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 dependent on successful candidate’s home location/ local office base as below:

• South East based - £42,351 per annum (rising to £44,580 after 12 months service and subject to satisfactory performance).
• Midlands or South West based - £40,334 per annum (rising to £42,457 after 12 months service and subject to satisfactory performance).