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Title:  Customer Service Officer


Hull, Yorkshire and Humberside, GB, HU2 8DT

Department:  Customer Services
Operation:  Sanctuary Housing
Requisition Number:  189842

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 Officer (Housing)


Customer Service Centre, Francis Street, Hull


£24,202 - 25,476 per year


40 hours per week, Monday to Friday


This job is based within the Customer Service Centre (CSC), Hull. The CSC focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering over 100,000 properties. You will be responsible for delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer queries and complaints. 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 Customer Service Officer will include:

  • Providing excellent customer service concentrating on achieving first contact resolution within the customer service centre
  • Communicating with residents, staff and external agencies on housing and maintenance related queries and complaints
  • Delivering services to the appropriate KPI and service standards in a fast-paced environment
  • Working closely with our housing and maintenance teams to ensure that issues are resolved in a timely and professional manner
  • Making recommendations on service improvements to support continued improvements to customer relations


Skills and experiences:

  • Previous experience in a customer service role is essential. You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure
  • Ideally, you will hold an NVQ/QCF Level 3 in Customer Service (or equivalent) with proven experience of delivering customer service excellence in a contact centre environment dealing with a variety of complex enquiries
  • 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 calls and enquiries as and when they are presented to you, adapting your customer service delivery to the customers’ needs
  • You must have a positive attitude, a can do approach and great communication skills


Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 100,000 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
  • £24,202 per annum (rising to £25,476 per annum after 12 months, subject to satisfactory performance)


To view the job profile, please click here


Closing Date: 12 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.

Job Segment: Call Center, Customer Service