Sanctuary is one of the UK's leading providers of housing, care and community services. With around13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded. Customer Relations Team Manager Worcester based with a balance of home and office working £40,334 - £42,457 per year 37.5 hours per week We have an exciting new opportunity for a Customer Relations Team Manager to join our Complaints team which sits within the Customer Relations department. You will be responsible for managing a team of Customer Relations Officers who are delivering exceptional customer service to our customers ensuring the effective and timely resolution of customer queries and complaints. 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 Customer Relations Team Manager will include: Managing a team of Customer Relations Officers who provide customer services and support to our customers. This includes resolving customer complaints via the telephone and issuing responses to complaints following investigation. Always ensuring that services are delivered to the appropriate KPI's and service standards Supporting the recruitment, performance management and development of staff, sharing knowledge and collaborating with peers to improve personal and team performance Assisting with the management, development and implementation of effective systems and processes, making and implementing improvements Managing relationships with internal and external customers, identifying shortfalls in delivery and making improvements Responding positively to complaints and breakdowns in service delivery to meet customer expectations Skills and experiences: Experience in leading and managing teams to deliver an outstanding service to a variety of customers with differing needs Proven experience of working in a similar managerial role in customer service, and, or a complaints department The ability to build strong working relationships Strong organisational skills with the ability to prioritise your own workload, whilst always improving customer service Experience working towards team and personal targets, implementing improvements where these are not being achieved 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 £40,334 (rising to £42,457 after 12 months, subject to satisfactory performance) View the job profile (if the link is unavailable please visit the Sanctuary careers website) Closing Date: 27 August 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 unlawful working. Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Job Segment: Manager, Customer Service, Management