Customer Service Officer

Sanctuary Property Services; United Kingdom; On-site; GBP 28,000 - 31,000; Full time

Job summary

Sanctuary Property Services is seeking a Customer Service Officer to provide top-notch service while managing a high volume of inbound calls. You will play a critical role in resolving customer issues, working alongside maintenance teams, and ensuring customer wellbeing. With a strong focus on empathy and professionalism, you'll help maintain our commitment to outstanding service, all while enjoying an attractive employment package and a supportive work environment.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

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 for inclusion support

Qualifications

• Previous experience in customer service or contact centre role is essential.
• Professional telephone manner; able to remain calm under pressure.
• Ability to adapt style to customer needs and navigate computer systems.

Responsibilities

• Managing high volumes of calls while providing excellent customer service.
• Liaising with housing and maintenance teams to resolve issues.
• Listening for wellbeing cues and escalating concerns when necessary.

Skills

Communication

Organisational Skills

Customer Service

Empathy

Job description

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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.

Our Benefits

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

Employee discounts

Wellbeing support and tools

Employee recognition scheme

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)

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