Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.
Customer Relations Coordinator
London, E14, based with a balance of home and office working
£33,974 - £35,762 per year
35 hours per week
We have an opportunity for a Customer Relations Coordinator to join our Customer Care team, based at our Blackwall Reach Office in London. The purpose of the Customer Care team is to manage and resolve all customer related issues following a new build property sale and to act as the voice of the Customer across our business. As a Customer Relations Coordinator you will manages defects from handover through to the end of the DLP.
The role of Customer Relations Coordinator will include:
- Dealing with incoming calls and emails relating to defects and general enquiries
- Defect management, ensuring that defects are attended to and closed inline with the service level agreements
- Updating residents on the status of repairs and working with relevant teams and contractors
- Deliver high quality aftersales support including meeting with new home owners to answer queries, conducting home demonstrations, handover and "settling in" calls
- Build, develop and maintain key relationships with external contractors to ensure that defects are handled in an effective and customer focused manner
Skills and experiences:
- NVQ3 in relevant area e.g. business administration, customer service
- Good understanding of customer care and quality issues
- Previous experience of working in the public and private housing sector, along with face to face customer relations is desirable
- Proficient user of Microsoft packages including Word, Excel, Outlook and Teams
- Previous experience working for a property developer dealing specifically with defects and new build properties is desirable
Why work for us?
One of the UK’s leading providers of housing, care and commercial services, Sanctuary employs more than 14,000 people and manages over 116,000 units of accommodation throughout England and Scotland, including general rented, retirement living, supported housing, student and key worker accommodation and care homes. Sanctuary also provides a range of other services including maintenance, care and telecare, all of which are delivered by our dedicated employees who are completely committed to customer service.
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:
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays
- A pension scheme with matching employer contributions from Sanctuary up to set limits
- 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
- Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
- £33,974 per annum (rising to £35,762 per annum after 12 months, subject to satisfactory performance)
To view the job profile please click here
Closing Date: 1 April 2024
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
‘For an insight into what it’s like to work for us, take a look at #LifeatSanctuary on Twitter’
Building Equality and Diversity
Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.
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