Customer Lettings Coordinator

Sanctuary; Greater London; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A not-for-profit housing association based in London seeks a Customer Lettings Coordinator to manage vacant properties and improve performance as part of their void recovery strategy. This role involves ensuring high-quality service to residents and partners, meeting performance targets, and managing property inspections and lettings. The ideal candidate should possess strong communication and organisational skills, with a focus on customer satisfaction. The position offers a salary of £35,216 to £37,070 per year, alongside various benefits.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Wellbeing support

Employee recognition scheme

Qualifications

• Experience managing and driving void KPI performance.
• Ability to negotiate and build positive relationships.
• Excellent organisational skills.

Responsibilities

• Manage void KPI performance for vacant stock.
• Turn around voids from notice to let.
• Provide high-quality customer service.

Skills

Working to tight performance targets and deadlines

Ability to use own initiative while part of a team

Excellent communication skills

Strong IT and database skills

Ability to plan, organise and prioritise workload effectively

Excellent accuracy with high attention to detail

Tools

Microsoft Office packages

Job description

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 Lettings Coordinator

London based with a balance of home and office working

£35,216 - £37,070 per year

37.5 hours per week - Monday to Friday, 9am - 5pm

We have the opportunity for a Customer Lettings Coordinator to join our team based in our Kingsmead office in Hackney, London. As a Customer Lettings Coordinator you will manage our empty homes, letting and improving vacant stock performance as part of Sanctuary's void recovery strategy. You will be target focused, and expected to monitor, manage and drive void performance, as part of a team, working to meet challenging KPI’s. You will deliver a high quality and customer focused housing, lettings and allocations service for the local operation to meet the needs and expectations of current and future residents, and the wider community.

The role of Customer Lettings Coordinator will include:

• Managing, monitoring, and driving void KPI performance for vacant stock, re-let days and void loss
• Turning around voids from notice to let and addressing hard to let or low demand voids
• Accurate data recording and management in line with business requirements, processes and procedures
• Risk management regarding safety of residents and staff ensuring correct verification for applicants
• Dealing with legal compliance and financial loss for extended void periods
• Providing high quality customer service to residents, customers, partners and internal staff
• Administrative tasks to assist in maintaining a local authority housing register or choice-based lettings scheme
• Carrying out property inspections, marketing and advertising, viewings and sign ups

Skills and experiences:

• Working to tight performance targets and deadlines
• Ability to use your own initiative whilst also working as part of a team
• Excellent communication skills, allowing you to negotiate, present and build positive relationships
• Strong IT and database skills e.g. Outlook and Microsoft Office packages
• Ability to plan, organise and prioritise workload effectively
• Excellent accuracy levels with high attention to detail

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.

Our Benefits

• 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
• 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 £35,216 per annum (rising to £37,070 per annum after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date: 18 January 2028

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 at [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.

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 illegal working.

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

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Customer Coordinator • London, London, GB