Awaab Works Coordinator

Sanctuary Group; Hull and East Yorkshire; On-site; GBP 29,000; Full time

Job summary

A not-for-profit housing association in Hull is seeking an Awaab Works Coordinator for a 9-month temporary role. The candidate will be responsible for coordinating a first-class service for customers under Awaab Law while ensuring effective administrative systems. Key qualifications include NVQ2 in Customer Service or Business Administration and effective problem-solving skills. Offering a salary of £28,943 per annum pro rata, this role supports vulnerable customers and emphasizes diversity and inclusion in its work culture.

Benefits

25 days annual leave (rising to a maximum of 30 days plus public holidays)

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support and tools

Employee recognition scheme

Qualifications

• Proven experience in administration relating to customer service and complaints.
• Knowledge of relevant legislation and safeguarding policies.

Responsibilities

• Coordinate and improve services for Awaab customers.
• Handle complaints and service delivery breakdowns effectively.
• Develop administrative systems to support service delivery.

Skills

Effective communication

Customer service

Problem analysis and diagnosis

Adaptation of call handling for vulnerable customers

Education

NVQ2 in Customer Service or Business Administration

Job description

We have a 9 month temporary opportunity for an Awaab Works Coordinator based in Hull. For this role you will be expected to coordinate, improve and maintain a first‑class service for our customers who fall under Awaabs Law, while monitoring effective and efficient administrative systems to support the delivery of services in accordance with Group objectives, policies, procedures, and relevant regulations. The role of Awaab Works Coordinator will include:

• Undertake responsive and proactive call handling in accordance with operating procedures whilst maintaining the needs and protection of vulnerable customers and promoting a positive and professional image of service.
• Provide a responsive individual repair service for our Awaabs customers. Identify possible trigger points when speaking with vulnerable customers to ensure we are able to signpost to help with individual needs. Continually maintain an awareness of the needs and protection of our Awaabs customers.
• Respond positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with Awaab Law specifications. Demonstrating effective communication to internal and external stakeholders.
• Develop and implement effective systems and processes that enable the accurate recording of computerised records ensuring compliance with Group policies and procedures resulting in an effective service for all stakeholders.
• Proven experience of administration relating to customer service and complaints.
• NVQ2 in Customer Service or Business Administration (or similar).
• Experience in adapting call handling approach in order to support vulnerable customers.
• Proven experience analysing and diagnosing problems and implementing effective solutions.
• Knowledge of relevant legislation, safeguarding policies and procedures.

View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team

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 Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

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.

Benefits

• 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
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £28,943 per annum (pro rata)