Customer Service Officer

Sanctuary Group; Kingston upon Hull; On-site; GBP 28,000 - 31,000; Full time

Job summary

A leading company in the housing sector seeks a Customer Service Officer for its Hull office. The role involves managing inbound calls, providing first-class customer service, and coordinating with maintenance teams. Ideal candidates will possess strong communication skills and previous experience in customer service environments.

Benefits

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

A pension scheme with employer contributions

Life Assurance

Employee Advice Service including counselling

Cycle to Work scheme

Voluntary health plans

Wellbeing support and tools

Qualifications

• Previous experience in a planning, customer service or contact centre role is essential.
• Ability to cope with a high volume of calls while remaining calm under pressure.
• Strong organizational skills with the ability to prioritize workload.

Responsibilities

• Managing high volumes of calls and providing excellent customer service.
• Liaising with housing and maintenance teams to resolve issues.
• Listening for wellbeing cues to identify and escalate cases for vulnerable customers.

Skills

Customer Service

Communication

Organizational Skills

Empathy

Emotional Resilience

Job description

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Sanctuaryprovide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

Customer Service Officer

Hull

£28,943 - £30,467 per year

40 hours per week – Monday to Friday

We have an exciting opportunity for a Customer Repairs Officer to join our Planning team in the Property Services Hub located in the Customer Contact Centre (CCC), Hull. The CCC takes inbound customer calls relating to repairs, incidents and queries. Sanctuary has over 100,000 properties ranging from General Rented Housing, Housing for Older People, Homeownership, Student accommodation, Care & Supported sites, and Commercial properties. Sanctuary has an internal maintenance team and as a Planner you will deliver high quality customer care and effective scheduling of responsive repairs for our operatives.

We are looking for a particular type of person to be good at assessing the priority of repairs and plan and schedule appointments based on risk and customer vulnerability.

Confidence, communication, emotional resilience and empathy – this is what it takes to be a great Customer Service Officer. With these skills, you canunderstand and respond well to the different ways that our customers can react, ensuring that they have a positive customer service journey.

Although this job can be challenging, every day is different and there is no better buzz than helping our customers byturning dissatisfaction into satisfaction.

The role of Customer Service Officer will include:

• Managing high volumes of calls, and providing excellent customer service by concentrating on resolving the issues on the first contact where possible
• Liaising closely with our housing and maintenance teams to ensure that issues are resolved in a professional manner
• Having empathy and understanding when our customers may be upset or angry
• Listening out for wellbeing cues, to identify vulnerable customers and escalate to our regional teams or the welfare services, as/when appropriate
• Ability to work to deadline and hit KPI’s
• Ability to spot potential for improvements and confidence to make suggestions

Skills and experiences:

• Previous experience in a planning, customer service or contact centre role is essential, ideally handling inbound calls
• You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure.
• You must be able to adapt your style to our customers’ needs and be able to navigate computer systems
• Strong organisational skills with the ability to prioritise your own workload, as well as working as part of a team towards shared targets and KPIs
• A positive attitude, a can-do approach and great communication skills
• Experience of managing a variety of complex enquiries

About us

Sanctuary Property Services provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

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
• £28,943 per annum (rising to £30,467 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:6 July 2025

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 – [emailprotected]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

For an insight into what it’s like to work for us, take a look at our company page on Linkedin

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.