Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 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
Monday-Friday – 9am-5:30pm
We have an exciting new opportunity for a Customer Relations Team Manager to join our Complaints department. Responsible for heading up our workflow function. Dealing with all incoming email and telephone traffic to the Complaints Team, logging complaints, customer contact and general enquiries. For this role you will be responsible for a team of 15. 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 complaints journey.
The role of Customer Relations Team Manager will include:
* Managing a team of Customer Relations Officers who manage and resolve customer complaints to resolution in a timely manner and to a high-quality standard
* 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 complaints teams in a regulated environment to deliver an outstanding service to a variety of customers with differing needs
* The ability to build strong working relationships at all levels of the organisation
* Strong organisational skills with the ability to prioritise your own workload, whilst always improving customer service
* Experience at working towards team and personal productivity and quality targets, implementing improvements where these are not being achieved
* Strong working knowledge of the Housing Ombudsman complaint handling rules
Why work for us?
We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.
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 matching employer contributions from Sanctuary up to set limits
* Life Assurance
* Employee Volunteering scheme
* Employee Advice Service including counselling
* Cycle to Work scheme
* Voluntary health plans
* Employee discounts
* Wellbeing support and tools
* Employee recognition scheme
* Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
* Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
* Role salary is £40,334 per annum (rising to £42,457 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: 9 February 2026
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 -corporate.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.