Customer Lettings Manager

Sanctuary Group; King's Sutton; On-site; GBP 40,000 - 43,000; Full time

Job summary

A housing association in England is looking for a Customer Lettings Manager to join their Neighbourhood Operations team in Banbury. This role involves leading a team to provide a high-quality lettings service and managing relationships with customers and colleagues. The ideal candidate will have experience in lettings or voids services, strong communication skills, and the ability to manage a dispersed team. This position offers competitive salary and excellent benefits.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

Life Assurance

Employee discounts

Wellbeing support

Qualifications

• Experience in delivering high quality lettings or voids services.
• Ability to manage a large and dispersed team.
• Proven experience with resident engagement activities.

Responsibilities

• Manage a quality lettings service from application to occupancy.
• Monitor affordable housing programme delivery and void property performance.
• Develop and maintain relationships with customers and colleagues.

Skills

Customer-focused service

Team management

Communication skills

Negotiation skills

Interpersonal skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

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.

Key Responsibilities

• 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

Qualifications and Experience

• Previous experience in delivering 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
• This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence

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. 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. 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.

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

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
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

Salary

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