Title:  Complaints Root Cause Analysis Manager

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.

Complaints Root Cause Analysis Manager

Balance of home and office working (National)

£39,543 - £41,624 per year

37.5 hours per week – Monday to Friday – 9:00am to 5:00pm

We are seeking a Complaints Root Cause Analysis Manager to join our Complaints team. This role is responsible for investigating the root cause of complaints and identifying areas to improve the customer experience. This role reports to the Head of Complaints and has one direct report.

The role of Complaints Root Cause Analysis Manager will include:

• Reviewing complaints data, producing and maintaining monthly and ad hoc reports demonstrating the department’s key KPIs
• Successfully implementing changes identified and delivering pre-determined strategic change projects and programmes into the operation
• Demonstrating effective root cause analysis including complaints data and customer feedback
• Working with key stakeholders to drive complaints reduction, increase First Contact Resolution and increase customer experience across all key metrics

Skills and experiences:

• NVQ3 in relevant area e.g. business administration, customer service
• Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations
• Experience in using continuous improvement tools and techniques, particularly those pertinent to Root Cause Analysis (Lean and Six-Sigma advantageous)
• Strong problem solving to achieve practical solutions to challenging problems
• Ability to work under pressure and to tight deadlines

Why work for us?

One of the UK’s leading providers of housing, care and commercial services, Sanctuary employs more than 14,000 people and manages over 116,000 units of accommodation throughout England and Scotland, including general rented, retirement living, supported housing, student and key worker accommodation and care homes. Sanctuary also provides a range of other services including maintenance, care and telecare, all of which are delivered by our dedicated employees who are completely committed to customer service.  

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 matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Volunteering scheme
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £39,543 per annum (rising to £41,624 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: 01 December 2024

Before you apply, please ensure you have an updated copy of your CV. If you're unsure about any details or have questions about the role, our fantastic talent team will be happy to help you – corporate.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.

For an insight into what it’s like to work for us, take a look at our company page on Linkedin

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.