Customer Care Agent

3 weeks ago


Barnsley, United Kingdom Sanctuary Housing Full time
The role of Customer Care Agent – Nights will include: Managing high volumes of calls, and providing excellent customer service by concentrating on resolving the issues on the first contact where possible Liaising closely with our housing and maintenance teams to ensure that issues are resolved in a professional manner Having empathy and understanding when our customers may be upset or angry Listening out for wellbeing cues, to identify vulnerable customers and escalate to our regional teams or the welfare services, as/when appropriate Communicating with residents, staff and external agencies to investigate housing and maintenance related queries and complaints, and provide a positive experience Ability to work to deadline and hit KPI’s Ability to spot potential for improvements and confidence to make suggestions Evening and weekend working include offering an out of hours emergency service.

Skills and experiences:

Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure. If you’ve worked as an emergency call handler, you’ll have this down to a tee You must be able to handle different types of calls and enquiries, adapting your style to our customers’ needs and be able to navigate computer systems 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 A positive attitude, a can do approach and great communication skills Experience of managing a variety of complex enquiries

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. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by 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 Volunteering scheme Employee Advice Service including counselling Cycle to Work scheme Voluntary health plans Employee discounts Wellbeing support and tools Employee recognition scheme Role salary is £26,101 with an additional policy allowance of £1,521 per annum (rising to £27,475 with an additional policy allowance of £1,601 per annum after 12 months, subject to satisfactory performance)
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