Title:  Customer Service Advisor - 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 Service Advisor                         

Customer Service Centre, Francis Street, Hull

£25,423 - £26,762 per year (pro rata)

37.5 hours per week – Monday to Friday

We are seeking Customer Service Advisors to join our Customer Service Centre (CSC) team in Hull.  As a Customer Service Advisor, you will be a part of our Income Services 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.

Although this job 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.  We are looking for great communicators, positive can-do attitudes, and willingness to learn and develop new skills.

The role of Customer Service Advisor 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
• SAP system experience
• Housing Management experience
• Basic experience using Microsoft packages including Word, Excel and Outlook

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 offering:

• 23 days annual leave (rising to a maximum of 28 days) plus public holidays (pro rata)
• 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
• £25,423 per annum (rising to £26,762 after 12 months once proficient, pro rata)

To view the job profile, please click here

Closing Date: 06 May 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’

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.