Customer Support Officer

Sanctuary Group; Chester; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave

Pension scheme

Life insurance

Training and development

Flexible working

Inclusive culture

Volunteer days

Retail discounts

Job summary

Sanctuary Group in Chester is recruiting a Customer Support Officer to help customers stay confident and connected with our assistive technology. You will join a warm, community-focused team delivering calm, friendly support to everyday questions and issues, ensuring people feel supported at home.

The role is based at Parade Enterprise Centre, Blacon, Chester, CH1 5HN, on a 12-month temporary contract with benefits including generous annual leave, pension, and learning opportunities.

Qualifications

• Experience in customer service or a contact centre environment.
• Strong communication that helps people feel heard.
• Ability to stay organised and manage priorities.
• Confident use of computer systems and databases.
• Literacy and numeracy equivalent to GCSE Grade C English and Maths.

Responsibilities

• Responding to customer enquiries with calm, clear and friendly support
• Carrying out wellbeing calls and assessments that help people feel confident at home
• Keeping systems and records up to date so information stays accurate and useful
• Troubleshooting issues and working with others to resolve them smoothly
• Maintaining awareness of customers who may need extra support and escalating concerns when needed

Skills

Customer service

Communication

Organisational skills

Computer skills

English & Maths

Job description

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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.

Customer Support Officer

Parade Enterprise Centre, Blacon, Chester, CH1 5HN

£28,247.51 per year

12 Month Temporary Role

Make everyday technology feel easy and full of warmth

However you say hello, you’ll find a warm welcome at Sanctuary LumaLiving. We’re excited to welcome a new Customer Support Officer to our team, where we focus on the small, everyday interactions that help people feel supported, confident and connected.

You’ll join a warm, community-focused team supporting our customers to keep living life confidently with our assistive technology. We value what makes you unique, and the impact you have on the people we support. We’ll equip you with the right tools to help you build confidence in your role, with plenty of development opportunities that keep you moving forward.

We’re proud to be part of the Sanctuary Supported Living family, recognised as the 2025 Housing with Care Employer of the Year. As a not-for-profit organisation, we reinvest in our people and our services, creating an environment where you can learn, develop and be part of something meaningful.

Your role

• Responding to customer enquiries with calm, clear and friendly support
• Carrying out wellbeing calls and assessments that help people feel confident at home
• Keeping systems and records up to date so information stays accurate and useful
• Troubleshooting issues and working with others to resolve them smoothly
• Maintaining awareness of customers who may need extra support and escalating concerns when needed

(If you have experience as a Customer Service Officer, Telecare Support Officer, Wellbeing Advisor or helping people use everyday technology, we’d love to hear from you).

• Experience in customer service or a contact centre environment
• Strong communication that helps people feel heard
• Ability to stay organised and manage priorities
• Confident use of computer systems and databases
• Literacy and numeracy equivalent to GCSE Grade C English and Maths

Your rewards

You deserve more than the basics. That’s why, alongside 31 days’ annual leave pro rata (rising to 36, including bank holidays), occupational sick pay linked to length of service, and a contributory pension scheme, we’ve created a package to help you thrive:

• Bank holiday enhancements, for any bank holidays you’re scheduled to work
• Health and wellbeing support, including virtual GP appointments and access to everyday advice and short-term counselling with our Employee Assistance Programme
• Company-paid life insurance
• Parental leave arrangements, paid volunteering days, and an annual leave purchase scheme
• Company-funded training and ongoing career development opportunities
• Flexible working options and an inclusive culture where everyone belongs, including our Youth Panel, PRISM, Disability, Race Equality and Parent networks
• Exclusive retail discounts, Cycle to Work, and salary sacrifice arrangements

Some rewards are subject to a qualifying period or other criteria – visit our website for more information.

Before you apply

• We can only accept applications from individuals with the right to work in the UK. Sponsorship is not available for this vacancy.
• All roles require safeguarding and pre-employment checks, including criminal records and overseas police checks if needed; for more information, please get in touch

We work closely with the Home Office in order to prevent illegal working

A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

Sanctuary LumaLiving is a trading name of Sanctuary Housing Association and Sanctuary Home Care Limited, both exempt charities.

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