Complaints Works Coordinator

We have a temporary 6 month opportunity in the Property Services Regional Complaints team. This will be additional headcount for two Coordinators already in post. Current staff are based in Hull, but this position can be applied for from anywhere in the Northern region if suitable, with a mixture of home and office working. The role of Complaints Works Coordinator will include:

• Delivery of high quality and consistent complaint resolution service including the gathering of relevant information, formulating responses and ensuring all customers are contacted in a timely manner
• Ensure the timely coordination of all outstanding works actions by undertaking thorough investigations and supporting colleagues in their investigations
• Effective recording and communicating of progress and outcomes to all parties
• Liaising directly with customers, external contractors and other areas of the business to coordinate planned works, resolve enquiries and provide timely, accurate information to the regulator
• Implement and maintain effective systems and processes ensuring compliance with the Group's internal policies and procedures at all times
• Build and maintain strong effective working relationships with internal and external stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and delivering a high level of customer service that meets the changing needs of the Group
  
  Excellent analytical skills with proven ability to make sound, common sense judgements
• Ability to complete complex investigations to source and crystalise core details from a wide range of data and information sources
• Ability to work under pressure and to tight deadlines
• Excellent written and oral communication skills
• Excellent interpersonal and customer care skills
  
  We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people's lives., View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - http://www.sanctuary.co.uk/join-our-team
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. 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 unlawful working. Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

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 (pro rata)
• 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
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £32,762 per annum (pro rata)