Regional Customer Services Officer

The role

• 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

• 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

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.

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
• Role salary is £32,877 with an additional policy allowance of £1,666 per annum (rising to £34,617 with an additional policy allowance of £1,749 per annum after 12 months, subject to satisfactory performance)

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