The role of Customer Lettings Manager will include:
1. Managing a customer-focused quality lettings service from application to becoming a new Sanctuary customer within the local operation
2. Monitoring the delivery of affordable housing programmes and ongoing void property re-let performance to ensure the viability of the business
3. Proactively managing all complaints, requests for review and appeals in line with Group Policies, focussing on first contact resolution
4. Developing and maintaining relationships with customers and colleagues and across Housing to ensure the effective management of housing related services
Skills and experiences:
5. Previous experience in delivering high quality lettings or voids services
6. An understanding of the strategic nature of the role, engaging in LA Allocations Policy and Nomination Reviews, updating / creating Service Level Agreements for temporary accommodation, assessing the need for, and implementing, Local Lettings Plans, show an awareness and understanding of S106s
7. Ability to manage a large and dispersed team
8. Proven experience of good practice resident engagement activities
9. Proven experience of leading a high performing team including performance management
10. Excellent communication and negotiation skills
11. Previous experience of working to deadlines and prioritising work loads
12. Excellent interpersonal and customer care skills
13. Proficient user of Microsoft packages including Word, Excel, Outlook and Teams
14. This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence
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:
15. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
16. A pension scheme with employer contributions from Sanctuary
17. Life Assurance
18. Employee Advice Service including counselling
19. Cycle to Work scheme
20. Voluntary health plans
21. Employee discounts
22. Wellbeing support and tools
23. Employee recognition scheme
24. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
Role Salary is dependent on successful candidate’s home location/ local office base as below:
25. South East based - £42,351 per annum (rising to £44,580 after 12 months service and subject to satisfactory performance)
26. Midlands or South West based - £40,334 per annum (rising to £42,457 after 12 months service and subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)