Customer Lettings Coordinator

Sanctuary Group; Welwyn Garden City; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

A housing association in Welwyn Garden City is looking for a Customer Lettings Coordinator. This role involves managing empty homes and improving vacant stock performance, ensuring high quality service to residents. Applicants should have excellent communication skills, the ability to work under pressure, and a strong attention to detail. A flexible working model is offered, alongside competitive benefits including annual leave and a pension scheme.

Benefits

25 days annual leave

Pension scheme with employer contributions

Employee Assistance Program

Cycle to Work scheme

Wellbeing support

Life Assurance

Qualifications

• Ability to set and meet tight deadlines.
• Proven ability to negotiate and build relationships.
• Strong organizational skills with a focus on customer service.

Responsibilities

• Manage performance of vacant stock.
• Drive KPI performance for properties.
• Provide administrative support to housing register.

Skills

Working to tight performance targets

Using own initiative

Excellent communication skills

Strong IT and database skills

Planning and organizing workload

Attention to detail

Tools

Microsoft Office packages

Job description

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Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 06/10/2025

Requisition: 226001

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

Welwyn Garden City based with a balance of home and office working

£32,043 - £33,729 per year

37.5 hours per week – Monday to Friday, 9:00am – 17:00pm

We have an opportunity for a Customer Lettings Coordinator to join our team based in Welwyn Garden City. 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

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.

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
• £32,043 per annum (rising to £33,729 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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.