Title:  Regional Customer Services Officer

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.

Regional Customer Services Officer 

Regional role with a flexible base, covering Sheffield and other parts of the North region

£34,544 - £36,367 per year

37.5 hours per week

We are looking for a Regional Customer Service Officer to join our team in the north region with regular travel required to Sheffield as well as other parts of the region. Sitting within our Housing team, the role will act as primary point of contact for customers and will manage enquiries from customers and stakeholders.  

You will be expected to carry out consultation exercises, manage enquiries and external stakeholder escalations to support operational teams to deliver positive outcomes for customers, primarily focusing on Placed- Based / Targeted Investment funding areas. Also, you will support the implementation and delivery of regional customer engagement strategies.  

The role of Regional Customer Services Officer will include:

• Liaise with and respond to customer needs to deliver effective consultation and support services in relation to place-based / targeted investment works, ensuring any special requirements are identified and managed appropriately, to minimise disruption to customers and maximise the use of available resources
• Deliver, coordinate, improve, maintain and monitor effective and efficient face to face customer care and administrative systems to support the delivery of services in accordance with policies, procedures and relevant regulations. Lead on production of updates, newsletters and completion of satisfaction surveys for defined areas
• Manage and maintain relationships with key stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering high quality customer service that meets the changing needs of the Group
• Meet all legislative and regulatory requirements for housing services activities to ensure safe homes for

customers, minimising potential risks and contract requirements are fulfilled

Skills and experiences:

• Proven experience of providing face-to-face customer service
• Some knowledge of regulations, legislation and current practice in relation to Housing Services, Community Investment
• Working knowledge of good practice consultation or customer participation activities and practices
• Excellent Communication skills including written and spoken English
• Ability to extract and interrogate data from computer systems and published documents
• Ability to work independently and use own initiative

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 £32,877 with an additional policy allowance of £1,666 per annum (rising to £34,617 with an additional policy allowance of £1,749 per annum after 12 months, subject to satisfactory performance)

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

Closing Date: 19 January 2026

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.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.