Sanctuarymanages 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 : Commercial
Customer Hub, Francis Street, Hull
GBP 28,943 : GBP 30,467 per year
40 hours per week : Monday to Friday
We are seeking full:time Customer Care Agents to join our Customer Hub team in Hull, specifically supporting our Commercial Team. This team looks after customers from Sanctuary Independent Living, Homeownership, Student Accommodation, and Care and Supported sites.
The Customer Hub handles inbound calls relating to repairs, incidents, and general housing queries. Sanctuary manages around 120,000 properties, including General Rented Housing, Housing for Older People, Homeownership, Student Accommodation, Care and Supported Sites, and Commercial Properties.
Being on the front line isn't always easy Our Customer Hub team deals with a wide range of calls, from minor repairs such as water leaks to urgent issues, like no heating or hot water in a full block of flats. We also support customers looking for a property with Sanctuary, assist with tenancy:related concerns, and handle queries including Anti:Social Behaviour. Understandably, some of our callers may be distressed or frustrated, so we are looking for individuals who excel at resolving complex customer queries and complaints.
To be a great Customer Care Agent, you will need:
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Confidence to handle a variety of situations professionally.
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Strong communication skills to engage with customers effectively.
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Emotional resilience and empathy to understand customer concerns and provide support.
While this role can be challenging, it is also highly rewarding. No two days are the same, and there is no better feeling than turning a customer's dissatisfaction into a positive experience.
The role of Customer Care Agent : Commercial 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.
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?
Sanctuary Housing is one of the UK's leading social landlords, provi