Team Manager

 

Team Manager (Planning or Administration)

 

Customer Service Centre, Francis Street, Hull

 

£34,630 – 36,453 per year

 

40 hours per week, Monday to Friday

 

 

These jobs are based within the Property Services Hub in the Customer Service Centre (CSC), Hull.  The Property Services Hub focuses on customer service excellence and delivers a range of services for Housing, Homeownership and Commercial & Residential covering over 100,000 properties.   You will be responsible for managing a Planning or Administration team who are delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer repairs, queries and complaints.  You will also ensure that all planning or administration tasks carried out by the team are completed accurately and within timescales.  These are pivotal roles 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 Team Manager will include:

• Managing a Planning or Administration team who provide customer services in a 24/7 contact centre, managing repairs, handling incoming calls and other inbound contact ensuring services are delivered to the appropriate KPI’s and service standards
• Supporting the recruitment, performance management and development of staff, sharing knowledge and collaborating with peers to improve personal and team performance
• Assisting with the management, development and implementation of effective systems and processes, making  and implementing improvements
• Managing relationships with internal and external customers, identifying shortfalls in delivery and making improvements
• Responding positively to complaints and breakdowns in service delivery to meet customer expectations

 

Skills and experience:

• Experience in leading and managing teams to deliver an outstanding service to a variety of customers with differing needs
• Proven experience of working in a similar managerial role in a planning, call handling or customer service centre environment
• The ability to build strong working relationships
• Strong organisational skills with the ability to prioritise your own workload, whilst always improving customer service
• Experience at working towards team and personal targets, implementing improvements where these are not being achieved

 

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 120,000 homes across England and Scotland. 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 (rising to a maximum of 28 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
• £34,630 per annum (rising to £36,453 per annum after 12 months, subject to satisfactory performance)

 

To view the job profile, please click here

 

Closing Date: 26 February 2024

 

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 #LifeatSanctuary on Twitter’