Customer Care Agent- Income

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

**Customer Care Agent - Income**

**Customer Hub, Francis Street, Hull**

**£27,118 - £28,546 per year**

**40 hours per week - Monday to Friday**

We are seeking Customer Care Agents to join our Customer Hub team in Hull. As a Customer Care Agent, you will be a part of our Income Services Central Team, which is located within a fast paced, Contact Centre environment that sits at the heart of our National Income Services Team. You will be the first point of contact for any of our customers calling to discuss their rent accounts. Your role will involve collecting payments in full, negotiating repayment arrangements and answering any income related queries. You will work in collaboration with other members of our Income Services Team to help our customers avoid falling into debt.

To excel in this role, you will ideally have **confidence of building rapport with customers**, ensuring every interaction is handled professionally and empathetically. Additionally, you will need **proficient in working with numbers**, as the role requires handling payment calculations, negotiating repayment terms, and managing financial information with accuracy.

**The role of Customer Care Agent - Income will include**:

- Delivering high quality and consistent service in relation to arrears recovery and arrears prevention
- Advising account balances and collecting payments in full
- Negotiating and creating affordable repayment arrangements
- Developing, building and maintaining relationships with customers
- Identifying any shortfalls in service delivery and acting effectively upon them
- Updating records in an accurate and timely manner
- Working in compliance with Sanctuary’s policies and procedures
- Achieving required individual and team targets set in line with KPI’s and SLA’s

**Skills and experiences**:

- Excellent communication and listening skills including telephone and written
- Experience in a Contact Centre environment or similar environment but not essential
- The ability to show resilience, adaptability and negotiate for positive outcomes
- Excellent interpersonal and customer care skills
- SAP system experience
- Housing Management experience
- Basic experience using Microsoft packages including Word, Excel and Outlook

**Why work for us?**

Sanctuary Housing is one of the UK’s leading social landlords, providing around 120,000 homes across England and Scotland. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

**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 offering:

- 23 days annual leave (rising to a maximum of 28 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

Closing Date: 22 December 2024

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Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.