Customer Lettings Manager

Sanctuary Group; Adderbury; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

Sanctuary Group is seeking a Customer Lettings Manager to lead a team in providing high-quality lettings services. This hybrid role requires managing various programs, overseeing performance, and ensuring customer satisfaction, all while contributing to Sanctuary's mission of improving lives across communities.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support and tools

Qualifications

• Experience in delivering lettings services.
• Understanding of strategic housing policies.
• Ability to manage and lead a large team.

Responsibilities

• Lead a team to deliver quality lettings service.
• Monitor affordable housing programmes.
• Manage complaints and customer relationships.

Skills

Customer Care

Communication

Negotiation

Team Management

Performance Management

Interpersonal Skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

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.

Hybrid working within the Midlands and South West Regions, with an expectation of occasional travel to our locations in Plymouth, Torbay, Swindon, Banbury, Telford and Birmingham

£40,334 - £44,580 per year

37.5 hours per week – Monday to Friday

We have an opportunity for a Customer Lettings Manager to join our Neighbourhood Operations team, based in Banbury. The main purpose of this role is to lead a locally based team to deliver a high quality lettings service in line with the Housing Services Operational Plan and the wider aims of the Group.

The role of Customer Lettings Manager will include:

• Managing a customer-focused quality lettings service from application to becoming a new Sanctuary customer within the local operation
• Monitoring the delivery of affordable housing programmes and ongoing void property re-let performance to ensure the viability of the business
• Proactively managing all complaints, requests for review and appeals in line with Group Policies, focussing on first contact resolution
• Developing and maintaining relationships with customers and colleagues and across Housing to ensure the effective management of housing related services

Skills and experiences:

• Previous experience in delivering a high quality lettings or voids services
• An understanding of the strategic nature of the role, engaging in LA Allocations Policy and Nomination Reviews, updating / creating Service Level Agreements for temporary accommodation, assessing the need for, and implementing, Local Lettings Plans , show an awareness and understanding of S106s
• Ability to manage a large and dispersed team
• Proven experience of good practice resident engagement activities
• Proven experience of leading a high performing team including performance management
• Excellent communication and negotiation skills
• Previous experience of working to deadlines and prioritising work loads
• Excellent interpersonal and customer care skills
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams

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
• South East based - £42,351 per annum (rising to £44,580 after 12 months service and subject to satisfactory performance)
• Midlands and South West based - £40,334 per annum (rising to £42,457 after 12 months service and 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.

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