Complaints Works Coordinator

Sanctuary Group

  • East Riding of Yorkshire
  • £31,453-33,108 per year
  • Permanent
  • Full-time
  • 12 days ago
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 CoordinatorHull£31,453 - £33,108 per year40 hours per weekWe have an opportunity for a Complaints Works Coordinator to join our team based in Hull. Working as a Complaints Works Coordinator you will coordinate and monitor the resolution of outstanding works ensuring a high level of customer satisfaction in line with Housing Ombudsman requirements and the Group's Complaints policies and procedures.Property Services is responsible for delivering a high quality and cost effective property repairs, compliance and installation and estate services across the UK to mainly internal clients and additionally a small number of external clients. It is also responsible for operational Health and Safety of the service, including fire safety and delivering effective group wide asset management and reinvestment programmes.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 usWe 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 BenefitsAs 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
  • Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
  • £31,453 per annum (rising to £33,108 per annum after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)Closing Date: 7 September 2025If 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.ukWe 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 -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 DiversitySanctuary 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.

Sanctuary Group