Title:  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 Hub, Francis Street, Hull

£36,736 - £38,669 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 125,000 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 Customer Hub 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 Hub 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:

Core Leadership & Management Attributes

• People Management Skills: Ability to lead, motivate, and support a team of call centre agents handling sensitive arrears cases.
• Performance Monitoring: Skilled in setting KPIs, monitoring call quality, and driving performance improvements.
• Training & Development: Committed to coaching and upskilling staff, especially in handling vulnerable customers and complex arrears cases.
• Resilience & Adaptability: Able to manage high-pressure situations and adapt to changing customer demand or process shifts.

Strategic & Collaborative Skills

• Cross-Team Collaboration: Works effectively with other departments (e.g., Housing Officers, Welfare Advisors, Finance).
• Change Management: Supports and leads change initiatives, such as digital transformation or new arrears strategies.
• Stakeholder Engagement: Builds relationships with internal and external partners, including local authorities and support agencies.

Customer-Centric Attributes

• Empathy & Communication: Excellent communication skills with a compassionate approach to vulnerable tenants.
• Conflict Resolution: Skilled in de-escalating difficult conversations and resolving disputes constructively.
• Service Improvement Mindset: Focused on enhancing customer experience while maintaining income recovery targets.

Technical & Operational Knowledge

• Income Collection Expertise: Strong understanding of rent collection processes, and/or arrears management, and escalation procedures (desirable)
• Data-Driven Decision Making: Ability to interpret call centre metrics, arrears data, and customer trends to inform strategy.
• Precious experience with SAP and/or Salesforce (desirable but not essential)

Occasional travel may be a requirement of the role; therefore, a full valid driving license is essential

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
• 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

• Role salary is £36,736 (rising to £38,669 after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date: 27 October 2025

Join Us: If you’re proactive, customer-oriented and target-driven, we’d love to hear from you. Apply now to become a part of a team dedicated to delivering outstanding service and making a positive impact in our communities.

If you're successful with your application, your anticipated start date will be 1 December 2025.

Throughout your onboarding, we will give you the tools, knowledge, and confidence to succeed in your role. As you progress, hybrid working opportunities will increase. However, during the initial probation period, we ask for your continuous presence at the Customer Hub on Francis Street to ensure you receive the full support and guidance needed to thrive in your new role.

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.recruitment@sanctuary.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.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -  www.sanctuary.co.uk/join-our-team

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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.