At a Glance
- Tasks: Handle customer calls and emails, resolving queries and complaints with empathy.
- Company: Join a not-for-profit housing association making a real difference in people's lives.
- Benefits: Enjoy 25 days annual leave, pension scheme, wellbeing support, and flexible employee benefits.
- Other info: Dynamic role with opportunities for personal growth and a supportive team environment.
- Why this job: Turn customer dissatisfaction into satisfaction while developing your communication skills.
- Qualifications: Experience in customer service, strong communication, and ability to handle high call volumes.
The predicted salary is between 30130 - 31716 € per year.
40 hours per week – Monday to Friday, plus some early evening and weekend working. We are seeking full time Customer Care Agents to join our Customer Hub team in Hull. The Customer Hub takes inbound customer calls relating to repairs, incidents and general housing queries. Sanctuary has around 125,000 properties ranging from General Rented Housing, Housing for older people, Homeownership, Student accommodation, Care & Supported sites and Commercial properties.
Being on the front line isn’t always easy! Our Customer Hub team handles calls from minor water leaks to more urgent repairs such as no heating or hot water in a full block of flats for example. We also handle calls from customers who are looking for a property with Sanctuary, assisting with tenancy‑related issues and answering any housing‑related queries, including Anti‑Social Behaviour, so understandably our callers may be unhappy.
We are looking for a particular type of person to be good at resolving complex customer queries and complaints. Confidence, communication, emotional resilience and empathy – this is what it takes to be a great Customer Care Agent. With these skills, you can understand and respond well to the different ways that our customers can react, ensuring that they have a positive customer service journey. Although this job can be challenging, every day is different and there is no better buzz than helping our customers by turning dissatisfaction into satisfaction.
The role of Customer Care Agent will include:
- Managing high volumes of both calls and emails and providing excellent customer service by concentrating on resolving the issues on the first contact where possible.
- Liaising closely with our housing and maintenance teams to ensure that issues are resolved in a professional manner.
- Having empathy and understanding when our customers may be upset or angry.
- Listening out for wellbeing cues, to identify vulnerable customers and elevate to our regional teams or the welfare services, as/when appropriate.
- Communicating with residents, staff and external agencies to investigate housing and maintenance related queries and complaints and provide a positive experience.
- Ability to work to deadline and hit KPI’s.
- Ability to spot potential for improvements and confidence to make suggestions.
- Evening and weekend working include offering an out of hours emergency service.
Skills and experiences:
- Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls and emails.
- You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure.
- If you’ve worked as an emergency call handler, you’ll have this down to a tee.
- You must be able to handle different types of calls and email enquiries, adapting your style to our customers’ needs and be able to navigate computer systems.
- 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.
- A positive attitude, a can‑do approach and great communication skills.
- Experience of managing a variety of complex enquiries.
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 £30,130, (rising to £31,716 per annum after 12 months, subject to satisfactory performance).
Customer Care Agent employer: Sanctuary
Sanctuary is an exceptional employer, dedicated to fostering a diverse and inclusive culture while prioritising the wellbeing of its employees. As a not-for-profit housing association, we offer a comprehensive benefits package, including generous annual leave, a supportive pension scheme, and wellbeing resources, all aimed at nurturing talent and making a meaningful impact in the community. Join our Customer Hub team in Hull, where every day presents new challenges and opportunities to turn customer dissatisfaction into satisfaction, making a real difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Sanctuary and its values. Understanding their mission and how they support their customers will help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls from customers who might be upset, role-play with a friend or family member. This will help you stay calm and respond effectively to different situations.
✨Tip Number 3
Show off your empathy! During the interview, share examples of how you've handled difficult customer interactions in the past. Highlighting your emotional resilience and ability to turn dissatisfaction into satisfaction will make you stand out.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through our platform. It shows you're serious about joining our team and helps us keep track of your application easily.
We think you need these skills to ace Customer Care Agent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your relevant experience!
Showcase Your Soft Skills:Since the role requires empathy and emotional resilience, share examples of how you've handled difficult situations in the past. We love to see candidates who can turn a negative experience into a positive one!
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. Remember, we’re looking for effective communicators!
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
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Care Agent role. Familiarise yourself with the types of calls and queries you’ll be handling, from minor repairs to urgent issues. This knowledge will help you demonstrate your readiness to tackle the challenges head-on.
✨Showcase Your Empathy
Since you'll be dealing with customers who may be upset or frustrated, it’s crucial to convey your empathy during the interview. Share examples from your past experiences where you successfully resolved complex customer issues by understanding their feelings and providing a positive outcome.
✨Demonstrate Your Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few scenarios where you had to adapt your communication style to meet different customer needs, showcasing your versatility.
✨Prepare for High-Pressure Situations
Given the fast-paced nature of the job, be ready to discuss how you handle stress and high call volumes. Think of specific instances where you maintained composure under pressure and still delivered excellent service. This will show that you can thrive in a challenging environment.
