Housing Case Manager

3 weeks ago

Hull, Kingston upon Hull, United Kingdom Sanctuary Group Full time

Sanctuary is dedicated to managing rental and shared ownership properties while actively supporting community initiatives for numerous clients throughout England. Our team plays a crucial role in enhancing the quality of life for individuals and families.

Position: Customer Case Officer

Location: Customer Hub

Salary: £28,746 - £30,258 per annum (pro rata)

Working Hours: 40 hours per week, Monday to Friday

This position is situated within the Customer Hub, which emphasizes outstanding customer service and offers a variety of services related to Housing, Income, Lettings, Homeownership, and Commercial & Residential management, covering approximately 120,000 properties. You will be tasked with providing exceptional customer service, ensuring the effective and timely resolution of inquiries, and offering administrative assistance throughout the case management process. This role is vital to our organization, as you will be responsible for managing customer expectations in a professional and efficient manner, guaranteeing a positive service experience.

Key Responsibilities:

  • Overseeing a portfolio of customer inquiries within the Customer Hub, identifying areas for improvement as needed.
  • Addressing complex housing management inquiries in accordance with relevant quality and regulatory standards, ensuring accurate and prompt documentation of actions and outcomes.
  • Collaborating closely with Housing Management teams to resolve customer issues in a timely and professional manner.
  • Developing and maintaining operational planning schedules to meet service requirements and customer expectations.
  • Proposing enhancements to services to foster ongoing improvements in customer relations.

Required Skills and Experience:

  • Experience in managing the delivery of housing services is preferred.
  • Solid understanding of housing regulations, legislation, and best practices; must possess an NVQ/QCF Level 3 in Customer Service (or equivalent) with demonstrated experience in delivering exceptional customer service.
  • Strong organizational abilities with the capacity to prioritize workload while collaborating as part of a team to achieve shared targets and KPIs.
  • Adept at handling various types of inquiries and adapting service delivery to meet customer needs.
  • Proven experience in analyzing and diagnosing issues and implementing effective solutions.
  • A positive attitude, proactive approach, and excellent communication skills are essential.

Why Join Us?

Sanctuary Housing stands as one of the UK's foremost social landlords, providing around 120,000 homes across England and Scotland. We are committed to offering our residents high-quality, affordable housing in communities they can take pride in. As a not-for-profit organization, we reinvest any surplus back into the local communities we serve.

Our Benefits:

We are committed to making Sanctuary a great workplace, where your well-being is genuinely valued. Our attractive employment package acknowledges your contributions and supports your physical, mental, and financial health, offering flexibility in tailoring your employee benefits:

  • 23 days of annual leave (increasing to a maximum of 28 days) plus public holidays.
  • A pension scheme with employer contributions.
  • Life Assurance coverage.
  • Employee Assistance Program, including counseling services.
  • Cycle to Work scheme.
  • Optional health plans.
  • Employee discounts.
  • Well-being support and resources.
  • Employee recognition initiatives.
  • Salary starting at £28,746 per annum (increasing to £30,258 per annum after 12 months, subject to satisfactory performance).

Building Equality and Diversity:

Sanctuary Group actively encourages applications from individuals of diverse backgrounds to support our commitment to fostering an inclusive environment for both employees and customers. We collaborate closely with the Home Office to prevent illegal working.

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