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Customer Relations Team Manager, Worcester
Client:
Sanctuary Housing
Location:
Worcester, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
5a451b85a35e
Job Views:
8
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
The role of Customer Relations Team Manager will include:
1. Managing a team of Customer Relations Officers who provide customer services in a 24/7 contact centre, handling incoming calls and other inbound contact ensuring services are delivered to the appropriate KPI’s and service standards
2. Supporting the recruitment, performance management and development of staff, sharing knowledge and collaborating with peers to improve personal and team performance
3. Assisting with the management, development and implementation of effective systems and processes, making and implementing improvements
4. Managing relationships with internal and external customers, identifying shortfalls in delivery and making improvements
5. Responding positively to complaints and breakdowns in service delivery to meet customer expectations
Skills and experiences:
1. Experience in leading and managing teams to deliver an outstanding service to a variety of customers with differing needs
2. Proven experience of working in a similar managerial role in a call handling or customer service centre environment
3. The ability to build strong working relationships
4. Strong organisational skills with the ability to prioritise your own workload, whilst always improving customer service
5. 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)
(if the link is unavailable please visit the Sanctuary careers website)
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