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.
Customer Lettings Manager
Hybrid working within the Midlands and South West Regions, with an expectation of occasional travel to our locations in Plymouth, Torbay, Swindon, Banbury, Telford and Birmingham
£40,334 - £44,580 per year
37.5 hours per week – Monday to Friday
We have an opportunity for a Customer Lettings Manager to join our Neighbourhood Operations team, based in Banbury. The main purpose of this role is to lead a locally based team to deliver a high quality lettings service in line with the Housing Services Operational Plan and the wider aims of the Group.
The role of Customer Lettings Manager will include:
* Managing a customer-focused quality lettings service from application to becoming a new Sanctuary customer within the local operation
* Monitoring the delivery of affordable housing programmes and ongoing void property re-let performance to ensure the viability of the business
* Proactively managing all complaints, requests for review and appeals in line with Group Policies, focussing on first contact resolution
* Developing and maintaining relationships with customers and colleagues and across Housing to ensure the effective management of housing related services
Skills and experiences:
* Previous experience in delivering a high quality lettings or voids services
* 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, show an awareness and understanding of S106s
* Ability to manage a large and dispersed team
* Proven experience of good practice resident engagement activities
* Proven experience of leading a high performing team including performance management
* Excellent communication and negotiation skills
* Previous experience of working to deadlines and prioritising work loads
* Excellent interpersonal and customer care skills
* Proficient user of Microsoft packages including Word, Excel, Outlook and Teams
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
* South East based - £42,351 per annum (rising to £44,580 after 12 months service and subject to satisfactory performance)
* Midlands and South West based - £40,334 per annum (rising to £42,457 after 12 months service and subject to satisfactory performance)
View the job profile (if the link is unavailable please visit the Sanctuary careers website)
Closing Date: 14 July 2025
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.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.