Customer Care Team Manager - Income

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.

 

Customer Care Team Manager, Income

 

Customer Service Centre, Francis Street, Hull

 

£36,016 - £37,911 per year

 

40 hours per week – Monday to Friday

 

Permanent position available

 

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 a not-for-profit organisation, we reinvest any surplus back into the local communities we serve.

 

The Customer Care Team Manager, Income shares responsibility for managing the performance and delivery of services across CSC Income. You will be proactive, target driven and customer orientated. You will be responsible for managing a team who are delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer queries and complaints. 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 is to be based within the Customer Service Centre (CSC) at Francis St. Hull with an appropriate balance of homeworking as you develop your team.

 

The role of Customer Care Team Manager, Income will include:

• Managing a team who provide customer services within a contact centre environment, overseeing incoming calls and digital contact ensuring services are delivered to the appropriate KPI’s and all accounts are effectively managed to high standard
• 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. Undertaking audits and compliance checks on tasks completed by the team
• Responding positively to complaints and breakdowns in service delivery to meet customer expectations

 

Skills and experiences:

• 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 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
• Experience in coaching, developing, managing and motivating staff
• Comprehensive knowledge of relevant regulations, legislation, good practice and welfare benefits
• Experience of good practice resident involvement or customer participation activities and practices
• Strong investigation and problem-solving skills allowing you to resolve complex queries
• Occasional travel may be requirement of the role, therefore a full valid driving license is essential

 

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
• £36,016 per annum, (rising to £37,911 after 12 months service subject to satisfactory performance)