Works Coordinator

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Hull

£30,130 - £31,716 per year

40 hours per week, Monday to Friday

We have an exciting opportunity for multiple Works Coordinators to join our Safe Homes team based in Hull. For this role you will be expected to coordinate, improve and maintain a first‑class service for our customers who fall under Awaab’s Law, while monitoring effective and efficient administrative systems to support the delivery of services in accordance with Group objectives, policies, procedures, and relevant regulations.

The role sits within Sanctuary Housing Services which manages homes across England. It provides general rented housing, housing for older people, market rent properties, shared ownership and home ownership accommodation.

• Undertake responsive and proactive call handling in accordance with operating procedures whilst maintaining the needs and protection of vulnerable customers and promoting a positive and professional image of the service.
• Provide a responsive individual repair service for our Awaabs customers. Identify possible trigger points when speaking with vulnerable customers to ensure we are able to signpost to help with individual needs. Continually maintain an awareness of the needs and protection of our Awaabs customers.
• Respond positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with Awaab Law specifications. Demonstrate effective communication to internal and external stakeholders.
• Develop and implement effective systems and processes that enable the accurate recording of computerised records ensuring compliance with Group policies and procedures resulting in an effective service for all stakeholders.

• Proven experience of administration relating to customer service and complaints.
• NVQ2 in Customer Service or Business Administration (or similar).
• Experience in adapting call handling approach in order to support vulnerable customers.
• Proven experience analysing and diagnosing problems and implementing effective solutions.
• Knowledge of relevant legislation, safeguarding policies and procedures.

• 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.
• Wellbeing support and tools.
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.
• Role salary is £30,130 per annum (rising to £31,716 per annum after 12 months, subject to satisfactory performance).

We work closely with the Home Office in order to prevent illegal working.