Customer Support Officer

Sanctuary Group; Chester; On-site; GBP 23,000 - 30,000; Full time

Job summary

A charitable organization in Chester is seeking a Customer Support Officer to manage enquiries, provide administrative support, and enhance service delivery. Ideal candidates will have prior experience in customer service, strong communication skills, and the ability to handle multiple tasks effectively. This is a rewarding role with opportunities for personal and professional growth.

Benefits

At least 23 days paid holiday

Pension scheme with employer contributions

Online discounts from major retailers

Health and well-being plans

Life assurance

Family friendly arrangements

Cycle to Work scheme

Learning and development opportunities

Qualifications

• Recent experience in a similar role is desirable.
• Excellent communication and interpersonal skills.
• Proven experience of administration and accurately updating databases.
• Ability to prioritize and organize a busy workload.
• Intermediate knowledge of MS Office would be advantageous.

Responsibilities

• Undertake initial enquiries and assessments, including risk assessments.
• Monitor mailboxes and respond to enquiries via telephone and website.
• Respond positively to complaints and breakdowns in service delivery.
• Support the administration of high quality and consistent services.
• Implement improvements to service delivery.

Skills

Customer Service

Communication skills

Interpersonal skills

Organizational skills

MS Office

Job description

The role of Customer Support Officer will include:

Responsibilities

• Undertaking initial first point of contact enquiries and assessments, including risk assessments
• Monitoring mailboxes including website enquiries, answering telephone enquiries, and internal referrals via SAP
• Responding positively to complaints and breakdowns in service delivery to meet customer expectations
• Supporting the administration of high quality and consistent services whilst creating and implementing improvements, 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. An enhanced Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for. Sanctuary Supported Living is a trading name of Sanctuary Housing Association and Sanctuary Home Care Limited, both exempt charities.

Qualifications

• Recent experience in a similar role is desirable, such as a Customer Service Advisor or Call Handler
• Excellent communication and interpersonal skills, with a calm and empathetic nature
• Proven experience of administration and accurately updating databases
• Ability to prioritise and organise a busy workload whilst working to deadlines
• Intermediate knowledge of MS Office would be advantageous

Are you ready to be your best? Sanctuary Supported Living is delighted to be recruiting for Customer Support Officer at Parade Enterprise Centre, Blacon. Our sister site is located in Cheadle, Stockport and regular travel between the two sites will be required. At Sanctuary Supported Living, we specialise in delivering a wide range of personalised housing, care, and support services to help people across England to live as independently as possible. We're a national organisation, but we're not-for-profit and we think locally by putting our customers at the heart of what we do. We're committed to being our best and helping customers to be their best, as we support them on their pathways for independence. No matter your job – delivering support directly or working in our offices to support our frontline teams – your work makes a difference every day. And working with us isn't just another job. It's rewarding, inspiring, exciting and it provides an opportunity to make a real, positive impact on people's lives. Plus, we'll support you in reaching your aspirations and career goals, through comprehensive training and benefits.

Benefits

• At least 23 days paid holiday, rising to 28 days after 5 years' service (plus public holidays) pro rata
• A pension scheme with employer contributions
• A variety of online discounts and rewards from major retailers
• Health and well-being plans
• Life assurance
• Family friendly arrangements, including opportunities for flexible working
• Tax efficient savings through our Cycle to Work scheme
• A wide range of learning and development opportunities