Customer Care Team Leader - Awaab's Law

We have an opportunity for two Customer Care Team Leaders – Awaab’s Law to join our team in Hull, to support managers to deliver high-quality housing and repairs services in line with key performance indicators (KPIs) and operational standards, while driving continuous improvement across the service. The role sits within the Awaab’s Law team, which comprises a Awaab’s Performance Manager and 16 coordinators. The team is responsible for overseeing and managing service outcomes across the organisation to ensure consistent compliance with Awaab’s Law and related statutory obligations.

The role of Customer Care Team Leader – Awaab’s Law will include:

• Assist in the management and development of effective systems and processes across housing and repair-related customer services to support operational efficiency improvements, enable the accurate recording of customer information and the provision of a high quality and consistent customer experience.
• Manage the day-to-day performance, developing skills to be able to resolve more complex queries and achieve consistent first contact resolution.
• Allocate tasks and ensure that resources are deployed effectively to achieve business area KPIs and that all services are effectively maintained to a consistently high standard.
• Provide recommendations for improvements to services to address demand gaps or service deficiencies to support service growth, focusing on first contact resolution and the identification of future learning opportunities to achieve customer service excellence.
• Ensure the timely resolution of complex complaints and breakdowns in service delivery by undertaking thorough investigations, effectively communicating progress and outcomes to the customer and monitoring and reviewing the quality and appropriateness of responses.
• Support the recruitment, performance and development of quality staff to ensure that skilled staff are trained and available to meet business needs and individual accountabilities.

Skills and experiences:

• Proven experience of administration relating to customer service and complaints.
• Proven experience analysing and diagnosing problems and implementing effective solutions.
• Working knowledge of relevant regulations, legislation and good practice.
• Proven experience in developing, managing and motivating people.
• Proven experience of effective communication at all levels.

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 £34,924 per annum (rising to £36,762 per annum after 12 months, subject to satisfactory performance).