Regional Customer Services Officer

Regional Customer Services Officer

Location:

Sheffield, South Yorkshire, GB, S5 0GB

Department:
Customer Services

Operation:
Sanctuary Housing

Closing Date: 19/01/2026

Requisition: 226890

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.

Regional role with a flexible base, covering Sheffield and other parts of the North region

£34,544 - £36,367 per year

37.5 hours per week

We are looking for a Regional Customer Service Officer to join our team in the north region with regular travel required to Sheffield as well as other parts of the region. Sitting within our Housing team, the role will act as primary point of contact for customers and will manage enquiries from customers and stakeholders.

You will be expected to carry out consultation exercises, manage enquiries and external stakeholder escalations to support operational teams to deliver positive outcomes for customers, primarily focusing on Placed‑Based / Targeted Investment funding areas. Also, you will support the implementation and delivery of regional customer engagement strategies.

• Liaise with and respond to customer needs to deliver effective consultation and support services in relation to place‑based / targeted investment works, ensuring any special requirements are identified and managed appropriately, to minimise disruption to customers and maximise the use of available resources
• Deliver, coordinate, improve, maintain and monitor effective and efficient face to face customer care and administrative systems to support the delivery of services in accordance with policies, procedures and relevant regulations. Lead on production of updates, newsletters and completion of satisfaction surveys for defined areas
• Manage and maintain relationships with key stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering high quality customer service that meets the changing needs of the Group
• Meet all legislative and regulatory requirements for housing services activities to ensure safe homes for customers, minimising potential risks and contract requirements are fulfilled

• Proven experience of providing face‑to‑face customer service
• Some knowledge of regulations, legislation and current practice in relation to Housing Services, Community Investment
• Working knowledge of good practice consultation or customer participation activities and practices
• Excellent Communication skills including written and spoken English
• Ability to extract and interrogate data from computer systems and published documents
• Ability to work independently and use own initiative

We are a not‑for‑profit housing association and own and manage 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.

As part of our commitment to making Sanctuary a great place to work, we offer an attractive employment package that 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
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

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 you – hous

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

Inclusion is one of our core values. Our goal is…