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.
Regional Customer Service Officer
Torbay - Hybrid working based at Woodview House, Paignton covering the South West region
34,554 - 36,367 per year plus Car allowance
37.5 hours per week
We are looking for a Regional Customer Service Officer to join our team in Paignton. Sitting within our Housing team, the role will act as primary point of contact for customers and will manage enquiries from customers and stakeholders.
You will be expected to carry out consultation exercises, manage enquiries and external stakeholder escalations to support operational teams to deliver positive outcomes for customers, primarily focusing on Placed- Based / Targeted Investment funding areas. Support the implementation and delivery of regional customer engagement strategies.
The role of Regional Customer Service Officer will include:

• Liaising with and responding to customers' needs to deliver effective consultation and support services in relation to place-based/targeted investment works
• Supporting the implementation and delivery of regional customer engagement strategies.
• Ensuring any special requirements are identified and managed appropriately, to minimise disruption to customers
• Ensuring accurate and timely information is collected, collated, prepared and presented to ensure regulatory and other standards are continuously met or exceeded
• Meeting all legislative and regulatory requirements for housing services activities to ensure safe homes for customers, minimising potential risks and contract requirements are fulfilled

Skills and experiences:

• Previous experience in a similar face to face customer service role
• Experience in working to deadlines and prioritizing work loads
• Knowledge of regulations, legislation and current practice in relation to Housing Services, Community Investment and Customer Service
• Excellent 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
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

• Role salary is 32,887 with an additional policy allowance of 1,666 per annum (rising to 34,617 with an additional policy allowance of 1,749 per annum after 12 months, subject to satisfactory performance)

(if the link is unavailable please visit the Sanctuary careers website)
Closing Date: 26 February 2026
Please put together a short presentation, no more than 5 minutes long/ 10 slides. You must organise a customer focus day for your targeted investment area that will bring value and impact to our customers. Who would you invite and why, what value would they bring, what is the most cost-effective way for us to arrange this event.
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.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

Skills Required