The role of Workflow Administrator will include:
1. Supporting the Customer Relations team to deliver high quality and consistent complaints resolution, enquiry and customer feedback services in accordance with policies, procedures and relevant regulations
2. Managing customer complaints through to resolution
3. Logging Complaints
4. Raising Payments
5. Assisting with customer and business wide queries via email
6. Raising the necessary works required to resolve the complaint, updating the customer both verbally and in writing
7. Ability to work to deadline and hit KPI’s
8. Ability to spot potential for improvements and confidence to make suggestions
Skills and experiences:
9. Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls
10. Ability to handle different types of calls and enquiries, and show empathy and understanding when our customers may be upset or angry
11. Previous experience delivering timely high quality outcomes to our customers
12. Ability to extract and interrogate data from our databases
13. Professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure
14. 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
15. Ability to work in a fast paced changing environment
16. A positive attitude, a can do approach and great communication skills
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:
17. 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
18. A pension scheme with employer contributions from Sanctuary
19. Life Assurance
20. Employee Advice Service including counselling
21. Cycle to Work scheme
22. Voluntary health plans
23. Employee discounts
24. Wellbeing support and tools
25. Employee recognition scheme
26. Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
27. £28,369 per annum (pro rata)
View the job profile (if the link is unavailable please visit the Sanctuary careers website)