Sanctuaryprovide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service. Wellbeing Works Coordinator Hull £27,118 - £28,546 per year 40 hours per week - Monday to Friday This job is based within the Customer Service Centre (CSC), Hull. The CSC focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering over 100,000 properties. This is a pivotal role in our organisation and you will ensure that our customers and their expectations are managed in a professional, efficient manner ensuring they have a positive customer service journey. The role of Wellbeing Works Coordinator will include: Provide a specialist service to our most vulnerable customers Taking ownership, coordinating and managing repairs through till completion for vulnerable customers Undertaking call handling and signposting vulnerable customers to support services Liaising with internal and external customers to obtain quotes, arranging urgent approval, raising new orders and co-ordinating multiple repairs Responding to complaints, identifying any shortfalls in service, and seeking resolutions Ensuring we maintain efficient administrative systems throughout Skills and experiences: GCSE Grade C in English & Maths NVQ Level 2 in Customer Service or Business Admin Knowledge of call handling in a customer service department and handling vulnerable customers whilst delivering excellent customer service Experience of admin duties relating to customer service and handling complaints Experience of coordinating appointments and work scheduling The ability to work to deadlines, prioritise tasks and to plan and organise Excellent communication skills and negotiation skills The ability to diagnose problems and use initiative to implement solutions Proficient user of Microsoft packages including Word, Excel, Outlook and Teams Why work for us? Sanctuary Property Services provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service. 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: 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 £27,118 per annum (rising to £28,546 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: 19 February 2025 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 - housing.recruitmentsanctuary.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 unlawful working. Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.