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Title:  Customer Service Advisor - Income


Adderbury, South East, GB, OX17 3DZ

Department:  Customer Services
Operation:  Sanctuary Housing
Requisition Number:  190463

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 Service Advisor – Income                                 


Hindle House – Adderbury, Banbury


£22,689 - £23,883 per year


37.5 hours per week (Monday-Friday)



Sanctuary Housing’s Income Services Team are looking to recruit enthusiastic individuals into our newly created Development Team. We are looking for great communicators, positive can-do attitudes and willingness to learn and develop new skills.


Our Development team allows you to learn the role alongside others starting their journey with Sanctuary. Later, once you complete your training and development you will be integrated into an existing team of experienced Customer Service Advisors. We are firm believers in development and progression within Income Services and this role can be the starting point for future opportunities as/when they arise.


As a Customer Service Advisor, you will be a part of our Income Services Central Team, which is located within a fast paced, Contact Centre environment that sits at the heart of our National Income Services Team. You will be the first point of contact for any of our customers calling to discuss their rent accounts. Your role will involve collecting payments in full, negotiating repayment arrangements and answering any income related queries. You will work in collaboration with other members of our Income Services Team to help our customers avoid falling into debt. Whilst the role can be challenging; it’s equally rewarding, and we are looking for candidates who share our passion for providing our customers with the best possible service.


The role of Customer Service Advisor – Income will include:

  • Delivering high quality and consistent service in relation to debt recovery and debt prevention
  • Advising account balances and collecting payments in full
  • Negotiating and creating affordable repayment arrangements
  • Developing, building and maintaining relationships with customers
  • Identifying any shortfalls in service delivery and acting effectively upon them
  • Updating records in an accurate and timely manner
  • Working in compliance with Sanctuary’s policies and procedures
  • Achieving required individual and team targets set in line with KPI’s and SLA’s


Skills and experiences:

  • Excellent communication and listening skills including telephone and written
  • Experience in a Contact Centre environment or similar environment but not essential
  • The ability to show resilience, adaptability and negotiate for positive outcomes
  • Excellent interpersonal and customer care skills
  • Basic experience using Microsoft packages including Word, Excel and Outlook


Why work with 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 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
  • £22,689 per annum (rising to £23,883 after 12 months service subject to satisfactory performance)



To view the job profile, please click here


Closing Date: 11 August 2022


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’


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.

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