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Title:  Customer Service Advisor - FoH - Part Time


London, Greater London, GB, E9 5QG

Department:  Customer Services
Operation:  Sanctuary Housing
Requisition Number:  136924

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 – Front of House – Part Time


London Offices – based at Hackney (Kingsmead) office and required to cover Wood Green and Westminster Hub office


£14,468 - £15,229 per year


22.5 hours per week


We are looking for a Customer Service Advisor to join our Front of House team in London. The role will act as the public face of Sanctuary Housing and will therefore be required to deliver a customer focused and professional service to customers at all times. You will ensure the effective and timely resolution of customer queries and complaints whilst delivering a high quality customer service. This role will be office based in Kingsmead, however you will be required to travel to Wood Green or Westminster to cover annual leave and sick leave, or for training as and when necessary.


The role of Customer Service Advisor – Front of House will include:

  • Dealing with face to face enquiries from a variety of customers, including residents and external agencies
  • Delivering high quality and consistent services in relation to the management of face to face enquiries and complaints by resolving problems or setting into motion the means of resolution, ensuring customers are kept up to date with the progress of their query
  • Providing high quality, administration support and facilities services (where appropriate) within a local operational office; this includes the management of the core services of reception, mail and stationery services
  • Updating and maintaining all customer records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies


Skills and experiences:

  • Some experience of supporting the delivery of high quality housing or customer services
  • Literacy and numeracy equivalent to passes in GCSE English and Maths
  • Working knowledge of working to deadlines and prioritising work loads
  • Some experience of providing administrative support services
  • Working knowledge of effective communication at all levels
  • Basic user of Microsoft packages such as Word and Excel


Why work for 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. 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 (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
  • £14,468 per annum (rising to £15,229 per annum after 12 months, subject to satisfactory performance)


The full time equivalent salary for this role is £24,113 based on 37.5 hours per week rising to £25,382 after 12 months service and subject to satisfactory performance


To view the job profile, please click here


Closing Date: 21 December 2021


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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