Customer Service Liaison

1 day ago


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

We are seeking a part-time Customer Care Agent to join our team in Hull. This is a 25-hour per week (term time only) role, Monday to Friday, offering flexibility around school holidays.

In this position, you will be responsible for managing high volumes of calls and emails, providing excellent customer service by resolving issues on the first contact where possible. You will also liaise closely with housing and maintenance teams to resolve issues professionally.

The salary for this role is £12,712, rising to £14,183 after 12 months, subject to satisfactory performance. The full-time equivalent salary is £27,118, pro rata.

About the Role
  • You will manage high volumes of calls and emails, providing excellent customer service by resolving issues on the first contact where possible.
  • Liaise closely with housing and maintenance teams to resolve issues professionally.
  • Show empathy and understanding when customers are upset or angry.
  • Listen for wellbeing cues to identify vulnerable customers and escalate to regional teams or welfare services as needed.
  • Communicate with residents, staff, and external agencies to investigate housing and maintenance queries and complaints.


Requirements
  • Prior experience in customer service or contact centre roles, handling inbound calls and emails.
  • A professional telephone manner and ability to cope with high call volumes while remaining calm under pressure.
  • Ability to adapt communication style to customer needs, navigate computer systems, and manage complex enquiries.
  • Strong organisational skills, prioritising workload, and working as part of a team towards shared targets and KPIs.
  • A positive attitude, great communication skills, and experience managing varied enquiries.


Benefits
  • A pension scheme with employer contributions.
  • Life Assurance.
  • Employee Advice Service, including counselling.
  • Cycle to Work scheme.
  • Voluntary health plans.
  • Wellbeing support and tools.


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