Assistant Customer Case Officer

Sanctuary Group; Kingston upon Hull; On-site; GBP 28,000 - 31,000; Full time

Job summary

Sanctuary Group is seeking an Assistant Customer Case Officer in Hull to deliver exceptional customer service and administrative support. This role involves managing customer queries, maintaining effective systems, and ensuring compliance with housing regulations. Join a leading provider of housing and community services committed to diversity and inclusion.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

Life Assurance

Employee Advice Service including counselling

Cycle to Work scheme

Voluntary health plans

Wellbeing support and tools

Employee Networks for inclusion

Qualifications

• Experience managing delivery of housing services is desirable.
• Knowledge of housing regulations and best practices required.
• Ability to handle various customer enquiries effectively.

Responsibilities

• Deliver and improve customer service and administrative support.
• Develop relationships with internal and external customers.
• Create cases accurately on the Housing database.

Skills

Organisational Skills

Customer Service Excellence

Problem Solving

Communication Skills

Adaptability

Education

NVQ/QCF Level 2 in Customer Service

Job description

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Sanctuary is one of the UK’s leading providers of housing, care and community services. With around13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Customer Hub, Francis Street, Hull

£28,943 - £30,467 per year

40 hours per week – Monday to Friday

This job is based within the Customer Hub, Hull.The Customer Hub focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering around 120,000 properties. You will be responsible for delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer queries and providing administrative support in the case management process. This is a pivotal role in our organisation and you will ensure that our customers and their expectations are managed in a professional, efficient manner ensuring they have a positive customer service journey.

The role of Assistant Customer Case Officer will include:

• Working closely to deliver, improve, maintain and monitor effective and efficient administration systems and tasks to support and assist the Customer Case Officers and Local Housing Teams in accordance with policies, procedures and relevant regulations
• Develop and maintain relationships with key internal and external customers, identifying any shortfalls in service delivery and ensure these are acted upon or escalated, as necessary
• Receiving customer requests via Outlook and other systems to assist in the production of high-quality customer data and information, ensure consistent services comply with regulation and meet both business objectives and customer expectations
• Support the administration of high quality and consistent services, making and implementing improvements where identified to ensure they are cost effective and retain their economic viability
• Creating cases accurately on the Housing database, accessing systems to review customer information, supply data to assist with Customer Case Officers ensuring compliance with relevant legislation and Group protocols

Skills and experiences:

• Previous experience of managing the delivery of housing services is desirable
• Working knowledge of housing regulations, legislation and best practice plus you must hold an NVQ/QCF Level 2 in Customer Service (or equivalent) with proven experience of delivering customer service excellence
• You must have 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
• You must be able to handle different types of enquiries as and when they are presented to you, adapting your customer service delivery to the customers’ needs
• You must have proven experience of analysing and diagnosing problems and implementing effective solutions
• You must have a positive attitude, a can-do approach and great communication skills

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

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
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £28,943 per annum (rising to £30,467 per annum after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.