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 Care Agent - Housing
Customer Hub, Francis Street, Hull
£28,943 - £32,295 per year
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 120,000 properties ranging from General Rented Housing, Housing for older people, Homeownership, Student accommodation, Care & Supported sites and Commercial properties.
Being on the front line isn’t always easy! Our Customer Hub team handles calls from minor water leaks to more urgent repairs such as no heating or hot water in a full block of flats for example. We also handle calls from customers who are looking for a property with Sanctuary, assisting with tenancy related issues and answering any housing related queries including Anti-Social Behaviour, so understandably our callers may be unhappy. We are looking for a particular type of person to be good at resolving complex customer queries and complaints.
Confidence, communication, emotional resilience and empathy – this is what it takes to be a great Customer Care Agent. With these skills, you can understand and respond well to the different ways that our customers can react, ensuring that they have a positive customer service journey.
Although this job can be challenging, every day is different and there is no better buzz than helping our customers by turning dissatisfaction into satisfaction.
The role of Customer Care Agent - Housing will include:
* Managing high volumes of both calls and emails and providing excellent customer service by concentrating on resolving the 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 our customers may be upset or angry
* Listening out for wellbeing cues, to identify vulnerable customers and escalate to our regional teams or the welfare services, as/when appropriate
* Communicating with residents, staff and external agencies to investigate housing and maintenance related queries and complaints and provide a positive experience
* Ability to work to deadline and hit KPI’s
* Ability to spot potential for improvements and confidence to make suggestions
* Evening and weekend working include offering an out of hours emergency service
Skills and experiences:
* Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls and emails
* You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure. If you’ve worked as an emergency call handler, you’ll have this down to a tee
* You must be able to handle different types of calls and email enquiries, adapting your style to our customers’ needs and be able to navigate computer systems
* 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
* A positive attitude, a can-do approach and great communication skills
* Experience of managing a variety of complex enquiries
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
* Role salary is £28,943 (rising to £30,467 with an additional policy allowance of £1,828 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: 1 September 2025
If you're successful with your application, your anticipated start date will be 13 October 2025.
To make sure you have everything you need to succeed in your role, we’ve scheduled a dedicated training programme running from 13 to 31 October 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.