Regional Customer Services Officer

Sanctuary Group; Sheffield; Hybrid; GBP 34,000 - 37,000; Full time

Job summary

A not-for-profit housing organization is looking for a Regional Customer Services Officer to join their team. This role involves managing customer inquiries and providing consultation services while ensuring compliance with housing regulations. The position requires proven experience in face-to-face customer service and excellent communication skills. The job is based in Sheffield, offering a salary range of £34,544 to £36,367 per year, along with an attractive benefits package aimed at supporting both financial and personal well-being.

Benefits

25 days annual leave (rising to 30)

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Employee Networks

Qualifications

• Proven experience in face-to-face customer service.
• Some knowledge of housing regulations and community investment.
• Experience in consultation or customer participation activities.

Responsibilities

• Liaise with customers to deliver effective support services.
• Maintain efficient administrative systems for customer care.
• Manage relationships with key stakeholders for service delivery.
• Ensure compliance with legislative requirements for housing services.

Skills

Face-to-face customer service

Knowledge of housing regulations

Good practice consultation

Excellent communication skills

Data extraction skills

Ability to work independently

Job description

Regional Customer Services Officer

Location: Sheffield, South Yorkshire, GB, S5 0GB

Department: Customer Services

Operation: Sanctuary Housing

Closing Date: 19/01/2026

Requisition: 226890

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.

Regional Customer Services Officer

Regional role with a flexible base, covering Sheffield and other parts of the North region

£34,544 - £36,367 per year

37.5 hours per week

We are looking for a Regional Customer Service Officer to join our team in the north region with regular travel required to Sheffield as well as other parts of the region. Sitting within our Housing team, the role will act as primary point of contact for customers and will manage enquiries from customers and stakeholders.

You will be expected to carry out consultation exercises, manage enquiries and external stakeholder escalations to support operational teams to deliver positive outcomes for customers, primarily focusing on Placed‑Based / Targeted Investment funding areas. Also, you will support the implementation and delivery of regional customer engagement strategies.

The role of Regional Customer Services Officer will include:

• Liaise with and respond to customer needs to deliver effective consultation and support services in relation to place‑based / targeted investment works, ensuring any special requirements are identified and managed appropriately, to minimise disruption to customers and maximise the use of available resources
• Deliver, coordinate, improve, maintain and monitor effective and efficient face to face customer care and administrative systems to support the delivery of services in accordance with policies, procedures and relevant regulations. Lead on production of updates, newsletters and completion of satisfaction surveys for defined areas
• Manage and maintain relationships with key stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering high quality customer service that meets the changing needs of the Group
• Meet all legislative and regulatory requirements for housing services activities to ensure safe homes for customers, minimising potential risks and contract requirements are fulfilled

Skills and experiences:

• Proven experience of providing face‑to‑face customer service
• Some knowledge of regulations, legislation and current practice in relation to Housing Services, Community Investment
• Working knowledge of good practice consultation or customer participation activities and practices
• Excellent Communication skills including written and spoken English
• Ability to extract and interrogate data from computer systems and published documents
• Ability to work independently and use own initiative

Why work for us?

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.

Benefits

As part of our commitment to making Sanctuary a great place to work, we offer an attractive employment package that 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

Contact

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 – [e-mail]

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

Inclusion

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.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.