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.
Senior Customer Care Manager
Francis Street - Hull
£58,935 - £62,037 per year
40 hours per week
We are seeking a Senior Customer Care Manager to join our Customer Hub senior team in Hull. In this role, you will oversee the operational delivery of a high-performing Housing and 24/7 Repairs customer contact service. You will ensure a top-tier, cost-effective, and responsive service that aligns with both customer expectations and the strategic needs of the organisation. Key responsibilities include driving service improvement, managing performance, and supporting the development of Customer Care Team Managers, all with a focus on innovation and a customer-first approach.
You will manage 5-10 direct reports and up to 100 indirect reports. The ideal candidate will be an experienced senior leader in an organisation renowned for delivering excellent customer experiences. You will also ensure compliance with all Health & Safety and Equality & Diversity responsibilities.
The Customer Hub provides first-contact services for property and commercial repairs, housing tenancy, and income recovery for Sanctuary Group’s portfolio of over 110,000 homes.
The role of Senior Customer Care Manager will include:
* Operational Excellence: Manage the performance of Customer Service Centres, ensuring services are delivered efficiently and in line with KPIs and Service Level Agreements (SLAs)
* Customer Experience: Lead initiatives to improve customer satisfaction through innovative service strategies and enhancements to overall customer experience
* Team Leadership: Develop and manage a team of up to 10 direct reports and 100 indirect staff, including the 24/7 Out of Hours Emergency Repairs service, ensuring they are well-trained, motivated, and focused on delivering excellent service
* Service Improvement: Continuously review and enhance services, implementing new technologies and practices to meet changing customer and organisational needs
* Complaint Resolution: Lead on resolving service issues and customer complaints, ensuring thorough investigations, clear communication, and timely outcomes
* Financial Management: Support the Head of Customer Contact Centres in managing budgets and ensuring cost-effective service delivery aligned with value-for-money principles
* Project Involvement: Contribute to key projects and change initiatives that align with Sanctuary’s values and long-term objectives
Skills and experiences:
* Recent experience in a similar customer-facing role
* Significant experience in delivering customer service excellence
* Strong communication skills, with the ability to engage at all levels
* Experience working within a customer service and complaints environment
* Proven track record of managing staff, ideally within a customer service setting
* Experience delivering complex projects with multiple stakeholders
* Ability to analyse information and produce business reports
Why work for us?
Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.
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:
* 23 days annual leave plus Bank 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
* £58,935 per annum (rising to £62,037 per annum after 12 months, subject to satisfactory performance)
View the job profile (if the link is unavailable please visit the Sanctuary careers website)
Closing Date: 13 November 2024
Before you apply, please ensure you have an updated copy of your CV. If you're unsure about any details or have questions about the role, our fantastic talent team will be happy to help you – housing.recruitment@sanctuary.co.uk
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
For an insight into what it’s like to work for us, take a look at our company page on Linkedin
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.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.