Regional Customer Service Manager

Regional Customer Service Manager

Location:

London, London, GB, E9 5QG

Department:
Customer Services

Operation:
Sanctuary Housing

Closing Date: 16/06/2026

Salary: £59,291 per year

Requisition: 228562

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.

Position Details

Temporary position for up to 12 months – 37.5 hours per week.

We are recruiting a 12‑month opportunity for a Regional Customer Services Manager. You will be working with another RCSM reporting into the Regional Director for Housing London. You and one other will be working closely together, covering specific areas in London. The role that is being recruited covers the London boroughs of Tower Hamlets and Hackney.

• Deliver a responsive and customer-focused service in line with our customer and corporate strategies, acting as an advocate for customers and seeking to deliver a positive outcome in response to complaints, high profile issues and enquiries.
• Take ownership and accountability for ongoing, timely and effective communication with customers, identifying customer needs and expectations.
• Oversee the provision of high quality, detailed and comprehensive responses to customer and external stakeholder enquiries (including MPs, Ombudsman), ensuring a “right first time” approach.
• Support the operational teams and Regional Director to build effective working relationships with stakeholders, delivering proactive communications to update relevant information and service improvements.
• Update and maintain all manual and computerised records in an accurate and timely manner to ensure compliance with the Group’s Record Management and Data Protection policies.

• Recent experience in a similar role.
• Significant experience handling complaints.
• Proven experience of prioritising workloads and an ability to deliver against deadlines.
• A knowledge and understanding of the political landscape of the region.
• Significant experience providing verbal and written communications to a variety of audiences.
• Proven experience of analysing and diagnosing problems and implementing solutions.
• Experience of analysing information and producing reports and recommendations.

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata).
• A pension scheme with employer contributions from Sanctuary.
• Life Assurance.
• Employee Advice Service including counseling.
• Cycle to Work scheme.
• Voluntary health plans.
• Wellbeing support and tools.
• Staff Networks dedicated to inclusion and providing invaluable support to colleagues.

We are a not-for-profit housing association, owning and managing around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

If you’re unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help – hous

We reserve the right to close or extend the closing date for positions depending on application numbers; we recommend an early application.

We work closely with the Home Office to prevent illegal working. Sanctuary Housing Association is an exempt charity.