Title: Complaints Works Coordinator

Hull, East Riding of Yorks, GB, HU2 8DT

Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

Complaints Works Coordinator

 

Francis Street - Hull

 

£32,762 per year (pro rata)

 

40 hours per week – Monday to Friday 08.00-16.30

 

6 month secondment opportunity available upon current line management approval

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

Skills and experiences:

• 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

About us

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.

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 (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)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)  

Closing Date: 23 April 2026

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 – propertyservices.rec@sanctuary.co.uk

 

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

 

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.

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