Title: Customer Case Officer

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

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.

Customer Hub, Francis Street, Hull

40 hours per week – Monday to Friday

This job is based within the Customer Hub, in Hull. The Customer Hub focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering around 125,000 properties. You will be responsible for delivering exceptional customer service to our customers, ensuring the effective and timely resolution of customer queries, and providing administrative support in the case management process. This is a pivotal role in our organisation and you will ensure that our customers and their expectations are managed in a professional, efficient manner, ensuring they have a positive customer service journey.

The role of Customer Case Officer will include:

• Managing a caseload of customer enquiries within the Customer Hub, identifying and implementing improvements where necessary
• Resolving complex housing management enquiries within the relevant quality and regulatory frameworks, ensuring that actions and outcomes are recorded accurately and promptly
• Working closely with our Housing Management teams to ensure that customer issues are resolved in a timely and professional manner
• Preparing and maintaining planning schedules for the local operations to meet service requirements and customer expectation
• Making recommendations on service improvements to support continued improvements to customer relations

Skills and experiences:

• Previous experience of managing the delivery of housing services is desirable
• Proven knowledge of housing regulations, legislation and best practice plus you must hold an NVQ/QCF Level 3 in Customer Service (or equivalent) with proven experience of delivering customer service excellence
• You must have strong organisational skills with the ability to prioritise your own workload as well working as part of a team towards shared targets and KPIs
• You must be able to handle different types of enquiries as and when they are presented to you, adapting your customer service delivery to the customer’s needs
• You must have proven experience of analysing and diagnosing problems and implementing effective solutions
• You must have a positive attitude, a can-do approach and great communication skills

Why work for us?

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.

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

• 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
• £31,938 per annum (rising to £33,619 per annum after 12 months, subject to satisfactory performance)

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

Closing Date: 21 May 2026

If you're successful with your application, your anticipated start date will be in early July (subject to confirmation).

To ensure you have everything you need to succeed in your role, we’ve scheduled a dedicated six-week training programme running from July to mid-August.

This training is an important part of your onboarding and will give you the tools, knowledge and confidence to get started. Please only apply if you're available to attend all scheduled training sessions.

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 – housing.recruitment@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 -   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 illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

Job Segment: Administrative Assistant, Administrative