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.

Workflow Administrator

Hull

£26,580 - £27,979 per year

37.5 hours per week

We are looking for a Workflow Administrator to join our Customer Relations team in Hull. Workflow oversee and administer the gateway into the complaints service from our customers and stakeholders. They work alongside the wider team of complaint handlers and team managers.

The ideal candidate will be someone with previous experience of managing complaints, can remain calm under pressure and has the ability to effectively prioritise their own workload.

The role of Workflow Administrator will include:

• Acting as a first point of contact for customer queries
• Maintaining team mailboxes in line with policy and procedure
• Triaging complaints and directing them to the correct business area
• Liaising with customers and agreeing actions to resolve complaints
• Supporting the Customer Relations team by ensuring accurate and timely information is collected, collated, analysed and interpreted
• Acknowledge, assess, log and prioritise all new complaints in line with regulatory requirements and the Group’s Complaints Policy and Procedure, ensuring necessary repair work is requested or chased

Skills and experiences:

• Previous experience of undertaking a similar role and handling complaints
• Experience of working to deadlines and prioritising workloads
• Previous experience working in a customer service based role
• Excellent interpersonal and communication skills, both verbal and written
• Proficient user of Microsoft packages, including Word, Excel and Outlook
• Knowledge of the housing sector and our regulator bodies is desirable

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. 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:

• 25 days annual leave (rising to a maximum of 30 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
• £26,580 per annum (rising to £27,979 per annum after 12 months, subject to satisfactory performance)

To view the job profile, please click here

Closing Date: 29 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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.