Customer Care Agent - Housing
Location
Francis Street, Hull (Customer Hub)
Salary
£30,130 - £31,716 per year
Hours
40 hours per week – Monday to Friday, plus some early evening and weekend working
We are seeking full time Customer Care Agents to join our Customer Hub team in Hull. The Customer Hub takes inbound customer calls relating to repairs, incidents and general housing queries. Sanctuary has around 125,000 properties ranging from General Rented Housing, Housing for older people, Homeownership, Student accommodation, Care & Supported sites and Commercial properties.
Responsibilities
* Managing high volumes of both calls and emails and providing excellent customer service by concentrating on resolving issues on the first contact where possible
* Liaising closely with our housing and maintenance teams to ensure that issues are resolved in a professional manner
* Having empathy and understanding when customers may be upset or angry
* Listening out for wellbeing cues, identifying vulnerable customers and escalating to regional teams or welfare services as appropriate
* Communicating with residents, staff and external agencies to investigate housing and maintenance related queries and complaints and provide a positive experience
* Working to deadline and meeting KPI’s
* Spotting potential for improvements and confidently making suggestions
* Covering evening and weekend work, including offering an out of hours emergency service
Qualifications
* Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls and emails
* A professional telephone manner and the ability to handle a high volume of calls while remaining calm under pressure (experience as an emergency call handler is a plus)
* Ability to handle different types of calls and email enquiries, adapting your style to our customers’ needs and navigating computer systems
* Strong organisational skills with the ability to prioritise workload, and work as part of a team towards shared targets and KPIs
* A positive attitude, a can‑do approach and excellent communication skills
* Experience of managing a variety of complex enquiries
Benefits
* 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
* Wellbeing support and tools
* Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
* Role salary is £30,130, rising to £31,716 per annum after 12 months, subject to satisfactory performance
Start Date
Monday 6 July
Training Programme
We will provide a dedicated training programme from Monday 6 July to Friday 21 August. Please only apply if you are available to attend all scheduled training sessions.
Equality, Diversity & Inclusion
We encourage and welcome applications from people of diverse backgrounds. Our goal is to be a diverse, inclusive organisation where people thrive and meet our customers’ needs with fairness and empathy. We will make adjustments throughout your application process, in line with Sanctuary’s Disability Confident employer status.
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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