Assistant Customer Case Officer

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

Job summary

A UK housing association is seeking an Assistant Customer Case Officer to deliver exceptional customer service and administrative support within their Customer Hub in Hull. Successful candidates will possess strong organisational skills, knowledge of housing regulations, and customer service excellence. The role involves creating cases in the housing database and maintaining effective administration systems.

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

Qualifications

• Proven experience of delivering customer service excellence.
• Ability to prioritise own workload and work as part of a team.
• Adaptability to handle different types of enquiries.

Responsibilities

• Deliver exceptional customer service and resolve queries.
• Maintain effective administration systems.
• Create cases accurately on the Housing database.

Skills

Knowledge of housing regulations

Strong organisational skills

Excellent communication skills

Problem analysis and solution implementation

Customer service excellence

Education

NVQ/QCF Level 2 in Customer Service

Job description

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Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

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:

• 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?

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
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £28,943 (rising to £30,467 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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.