Job Description

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 Care Agent - Income
Customer Hub, Francis Street, Hull
28,943 - 30,467 per year
40 hours per week - Monday to Friday
Are you passionate about delivering outstanding customer service and making a real difference in people's lives? We're looking for Customer Care Agents to join our friendly and fast-paced Customer Hub in Hull.
As a Customer Care Agent, you will be a part of our Income Services Central Team, which is located within a fast paced, Contact Centre environment that sits at the heart of our National Income Services Team. You will be the first point of contact for any of our customers calling to discuss their rent accounts. Your role will involve collecting payments in full, negotiating repayment arrangements and answering any income related queries. You will work in collaboration with other members of our Income Services Team to help our customers avoid falling into debt.
Although this job can be challenging; it's equally rewarding, and we are looking for candidates who share our passion for providing our customers with the best possible service. We are looking for great communicators, positive can-do attitudes, and willingness to learn and develop new skills.
The role of Customer Care Agent - Income will include:

• Delivering high quality and consistent service in relation to arrears recovery and arrears prevention
• Advising account balances and collecting payments in full
• Negotiating and creating affordable repayment arrangements
• Developing, building and maintaining relationships with customers
• Identifying any shortfalls in service delivery and acting effectively upon them
• Updating records in an accurate and timely manner
• Working in compliance with Sanctuary's policies and procedures
• Achieving required individual and team targets set in line with KPI's and SLA's

Skills and experiences:

• Excellent communication and listening skills including telephone and written
• Experience in a Contact Centre environment or similar environment but not essential
• The ability to show resilience, adaptability and negotiate for positive outcomes
• Excellent interpersonal and customer care skills
• SAP system experience
• Housing Management experience
• Basic experience using Microsoft packages including Word, Excel and Outlook

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
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

• Role salary is 28,943 per annum (rising to 30,467 after 12 months subject to satisfactory performance)

(if the link is unavailable please visit the Sanctuary careers website)
Closing Date: 18 August 2025
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 -
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.