Assistant Customer Case Officer - Kingston upon Hull, United Kingdom - Sanctuary

Sanctuary

Verified Company

Kingston upon Hull, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:

Hull, Yorkshire and Humberside, GB, HU2 8DT- Department: Customer Services- Operation: Sanctuary Housing- Closing Date: 02/02/2024- Salary: £ £26546 / year- Requisition: 215694Sanctuary 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.

Assistant Customer Case Officer

Customer Service Centre, Francis Street, Hull

£25,218 - £26,546 per year

40 hours per week - Monday to Friday
These jobs are 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 providing administrative support in the case management process.

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 Assistant Customer Case Officer will include:

Working closely to deliver, improve, maintain and monitor effective and efficient administration systems and tasks to support and assist Customer Case Officers caseloads in accordance with policies, procedures and relevant regulations
Develop and maintain relationships with key internal and external customers, identifying any shortfalls in service delivery and ensure these are acted upon or escalated, as necessary
Receiving customer requests via Outlook and other systems to assist in the production of highquality customer data and information, ensure consistent services comply with regulation and meet both business objectives and customer expectations
Support the administration of high quality and consistent services, making and implementing improvements where identified to ensure they are cost effective and retain their economic viability
Creating cases accurately on the Housing database, accessing systems to review customer information, supply data to assist with Customer Case Officers ensuring compliance with relevant legislation and Group protocols

Skills and experiences:

Previous experience of managing the delivery of housing services is desirable
Working knowledge of housing regulations, legislation and best practice plus you must hold an NVQ/QCF Level 2 in Customer Service (or equivalent) with proven experience of delivering customer service excellence
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 enquiries as and when they are presented to you, adapting your customer service delivery to the customers' needs
You must have proven experience of analysing and diagnosing problems and implementing effective solutions
You must have a positive attitude, a cando approach and great communication skills

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.

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 Volunteering scheme
Employee Advice Service including counselling
Cycle to Work scheme
Voluntary health plans
Employee discounts
Wellbeing support and tools
Employee recognition scheme

To view the job profile, please click here

Closing Date:
_ _02 February 2024

'For an insight into what it's like to work for us, take a look at #LifeatSanctuary
on Twitter'**
Building Equality and Diversity
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.