Assistant Customer Case Officer

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.

 

Assistant Customer Case Officer

 

Customer Hub, Francis Street, Hull

 

£28,943 - £30,467 per year

 

40 hours per week – Monday to Friday

 

This job is based within the Customer Hub, Hull. The Customer Hub focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering around 120,000 properties. You will be responsible for delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer queries and providing administrative support in the case management process. 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 Assistant Customer Case Officer will include:

• Working closely to deliver, improve, maintain and monitor effective and efficient administration systems and tasks to support and assist the Customer Case Officers and Local Housing Teams in accordance with policies, procedures and relevant regulations
• Develop and maintain relationships with key internal and external customers, identifying any shortfalls in service delivery and ensure these are acted upon or escalated, as necessary
• Receiving customer requests via Outlook and other systems to assist in the production of high-quality customer data and information, ensure consistent services comply with regulation and meet both business objectives and customer expectations
• Support the administration of high quality and consistent services, making and implementing improvements where identified to ensure they are cost effective and retain their economic viability
• Creating cases accurately on the Housing database, accessing systems to review customer information, supply data to assist with Customer Case Officers ensuring compliance with relevant legislation and Group protocols

 

Skills and experiences:

• Working knowledge of housing regulations, legislation and best practice plus you must hold an NVQ/QCF Level 2 in Customer Service (or equivalent) with proven experience of delivering customer service excellence
• You must have strong organisational skills with the ability to prioritise your own workload as well as working as part of a team towards shared targets and KPIs
• You must be able to handle different types of enquiries as and when they are presented to you, adapting your customer service delivery to the customers’ needs
• You must have proven experience of analysing and diagnosing problems and implementing effective solutions                                            
• You must have a positive attitude, a can-do approach and great communication skills

 

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.

 

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<