Regional Customer Service Manager

We are recruiting a 12-month opportunity for a Regional Customer Services Manager. You will be working with another RCSM reporting into the Regional Director for Housing London. You and one other will be working closely together, covering specific areas in London. The role that is being recruited covers the London boroughs of Tower Hamlets and Hackney.

For this role you will be managing complex or longstanding enquiries and external stakeholder escalations to support operational teams in order to deliver positive outcomes for customers. Support the implementation and delivery of regional customer engagement strategies. The job sits within housing services which is responsible for managing homes across England, providing general rented housing, shared ownership and home ownership accommodation. It also provides housing related services including lettings, debt management, tenancy management and customer services support.

The role of Regional Customer Service Manager will include:

• Deliver a responsive and customer focused service in line with our customer and corporate strategies, acting as an advocate for customers and seeking to deliver a positive outcome in response to complaints, high profile issues and enquiries.
• Take ownership and accountability for ongoing, timely and effective communication with customers, identifying customer needs and expectations.
• Oversee the provision of high quality, detailed and comprehensive responses to customer and external stakeholder enquiries (including MPs, Ombudsman), ensuring a “right first time” approach.
• Support the operational teams and Regional Director to build effective working relationships with stakeholders, delivering proactive communications to update relevant information and service improvements.
• Update and maintain all manual and computerised records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies.

Skills and experiences:

• Recent experience in a similar role.
• Significant experience of handling complaints.
• Proven experience of prioritising workloads and an ability to deliver against deadlines.
• A knowledge and understanding of the political landscape of the region.
• Significant experience of providing verbal and written communications to a variety of audiences.
• Proven experience of analysing and diagnosing problems and implementing solutions.
• Experience of analysing information and producing reports and recommendations.

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 (pro rata).
• 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.