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The role of Customer Lettings Manager will include:
1. Managing a customer-focused quality lettings service from application to becoming a new Sanctuary customer within the local operation.
2. Monitoring the delivery of affordable housing programmes and ongoing void property re-let performance to ensure the viability of the business.
3. Proactively managing all complaints, requests for review and appeals in line with Group Policies, focusing on first contact resolution.
4. Developing and maintaining relationships with customers and colleagues across Housing to ensure the effective management of housing-related services.
Skills and experiences:
1. Previous experience in delivering a high-quality lettings or voids services.
2. An understanding of the strategic nature of the role, engaging in LA Allocations Policy and Nomination Reviews, updating/creating Service Level Agreements for temporary accommodation, assessing the need for, and implementing, Local Lettings Plans, showing an awareness and understanding of S106s.
3. Ability to manage a large and dispersed team.
4. Proven experience of good practice resident engagement activities.
5. Proven experience of leading a high-performing team including performance management.
6. Excellent communication and negotiation skills.
7. Previous experience of working to deadlines and prioritising workloads.
8. Excellent interpersonal and customer care skills.
9. Proficient user of Microsoft packages including Word, Excel, Outlook, and Teams.
Why work for us?
We are a not-for-profit housing association, owning and managing around 125,000 homes. We foster a diverse and inclusive culture, nurturing and rewarding 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 offers flexibility to tailor your employee benefits, including:
* 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, supporting inclusion and colleague support
Location-specific salary:
* South East - £42,351 per annum (rising to £44,580 after 12 months, subject to performance)
* Midlands and South West - £40,334 per annum (rising to £42,457 after 12 months, subject to performance)
View the job profile (if the link is unavailable, please visit the Sanctuary careers website).
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