At a Glance
- Tasks: Lead a dynamic team to enhance customer care and drive performance improvements.
- Company: Join a not-for-profit housing association making a real difference in people's lives.
- Benefits: Enjoy 25 days annual leave, pension contributions, and wellbeing support.
- Other info: Flexible working hours with opportunities for personal and professional growth.
- Why this job: Make an impact in a role that values your leadership and analytical skills.
- Qualifications: Proven leadership experience in customer service and strong analytical abilities.
We are seeking a Customer Care Performance Manager to join our Customer Hub team in Hull. The Customer Hub manages inbound customer contact relating to repairs, incidents, and general housing enquiries. This is an exciting opportunity for an experienced leader to drive performance, efficiency and continuous improvement across a high-volume contact centre operation. You will take ownership of operational performance across your region, ensuring delivery against KPIs, improving processes, and supporting the development of high-performing teams. This role requires strong leadership, analytical thinking, and the ability to drive change, ensuring excellent customer outcomes and service delivery.
The role of Customer Care Performance Manager – Housing will include:
- Managing operational performance across teams, ensuring delivery against KPIs including call handling, resolution and satisfaction
- Analysing performance data, identifying trends and implementing improvements
- Ensuring resources are effectively allocated to meet demand
- Leading and developing Team Leaders and wider teams
- Producing performance reports and providing insights to senior management
- Driving service improvements and operational efficiency
- Managing recruitment, performance and development of staff
- Building relationships with internal and external stakeholders
- Supporting system and process improvements
- Contributing to wider strategic projects
Skills and experiences:
- Proven experience in a similar leadership role
- Strong experience managing and motivating teams
- Experience in a contact centre or customer service environment
- Proven ability to drive performance and process improvements
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities and meet deadlines
- Knowledge of housing or related services
- Strong IT and data analysis capability
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 £45,627 (rising to £48,029 per annum after 12 months, subject to satisfactory performance).
