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.

SKILLS AND EXPERIENCES:

• Working knowledge of delivering high quality customer services including debt negotiation skills
• Excellent telephone manner and good communication skills
• Working knowledge of housing management/debt collection and related issues
• Excellent attention to detail
• Experience of administration relating to customer service and complaints
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams

• Processing payments, setting arrangements and liaising with SSL schemes and Local Authorities regarding Housing Benefit, Universal credit applications
• Act as a first point of contact for customers who are at risk or subject to legal action, managing their accounts effectively through all methods of communication to ensure that complex cases are resolved and supported to prevent or assist with legal action, maximise income and sustain the tenancies/residencies of our customers
• Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice
• Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies
• Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellenc