Customer Service Officer

2 weeks ago


Hull, United Kingdom Sanctuary Property Services Full time
The role of Customer Service Officer (Planning) will include: Managing high volumes of inbound calls from our operatives, making outbound calls to customers regarding repair appointments and providing excellent customer service by concentrating on resolving repair issues Managing the operative's repair appointments and time throughout the working day 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 Ability to work to deadlines and hit KPI’s Ability to spot potential for improvements and confidence to make suggestions

Skills and experiences:

Previous experience in a planning, 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. 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 Advice Service including counselling Cycle to Work scheme Voluntary health plans Employee discounts Wellbeing support and tools Employee recognition scheme £27,118 per annum (rising to £28,546 after 12 months service once proficient)

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