Compliance Planner at Sanctuary in Adderbury, England, United Kingdom | GBP29,794-31,362 | Kablio

Role

Description

complaint resolution

service delivery

customer communication

kpi reporting

data management

Delivering high quality and consistent services in relation to the resolution of queries and complaints to ensure customer satisfaction, escalating as appropriate
Responding positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with contract and service specifications, effectively communicating progress and outcomes to the customer
Managing relationships with internal and external customers, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately
Assisting in the production of quality statistical information on key performance indicators such as satisfaction levels and response times to assist managers in target setting, performance monitoring and implementing improvements
Maintaining effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possible

Requirements

nvq2

deadlines

regulations

recent role

driving licence

customer care

NVQ2 in Customer Service or Business Administration (or similar)
Proven experience of working to deadlines and prioritising work loads in a fast paced environment
Working knowledge of relevant regulations, legislation and good practice
Recent experience in a similar role
Occasional travel may be requirement of the role, therefore a full valid driving licence is essential
Wellbeing support and tools
Excellent interpersonal and customer care skills

Benefits

£29,794 - £31,362 per year

Employee Advice Service including counselling
Role salary is £27,605 with an additional policy allowance of £2,189 per annum (rising to £29,058 with an additional policy allowance of £2,304 per annum after 12 months, subject to satisfactory performance)
Voluntary health plans
25 days annual leave (rising to a maximum of 30 days) plus public holidays
Employee discounts
A pension scheme with employer contributions from Sanctuary
Life Assurance
Cycle to Work scheme
Employee recognition scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Born in 1969

Year of establishment

The company originated in 1969 as the World of Property Housing Trust.

125,000 homes

Properties managed

The company builds, owns, and manages over 125,000 homes across various housing types.

100 care homes

Care facilities operated

Its care arm manages over 100 residential care homes and supported living units.

It builds, owns and manages roughly 125,000 homes, encompassing affordable rent, shared ownership, student and keyworker housing.
Its care arm runs over 100 residential care homes and supported living units, transforming lives through specialist services.
Financed via careful stewardship and not‑for‑profit reinvestment, Sanctuary reinvests every penny into community development.
Large-scale retrofit schemes, including multi‑million-pound EPC upgrades, showcase its commitment to enhancing residents’ homes.
Regeneration projects breathe new life into neighbourhoods, such as transforming Glasgow’s former Victoria Infirmary into homes.
Unusual in its breadth, it operates across housing, care, student living, supported and keyworker accommodation under one umbrella.
A strategic acquirer, recent additions include Cornwall Care, Swan Housing Association and Johnnie Johnson Housing.
Its scale grants access to grants and public funding, enabling ambitious schemes in England and Scotland.

Culture + Values

Inclusion is one of our core values.
We work together as one team to support our social purpose and put our customers at the heart of everything we do.
We value transparency and accountability in actions toward decarbonisation and sustainability.

Environment + Sustainability

2,700 Homes

Retrofitting Achievements

Improved energy efficiency by retrofitting homes to meet higher environmental standards.

£1.4M Investment

Community Investment

Allocated significant funds to support community initiatives and projects.

38% Reduction

Operational Emissions Cut

Achieved a substantial reduction in operational carbon emissions.

33% Target

Capital Goods Emissions

Aiming to significantly reduce emissions from capital goods by 2030.

Committed to achieving net zero carbon emissions by 2050
Target to reduce downstream leased assets emissions by 18% by 2030
Target to reduce employee commuting emissions by 20% by 2030
Extended carbon emissions reduced by 4% year-on-year (2022/23 to 2023/24)
Reduced personal debt by £774,900

Inclusion & Diversity

2024-2026 Inclusion Strategy

Inclusion for All Strategy

The company's Inclusion for All strategy focuses on understanding customers, attracting diverse talent, providing inclusive workplaces, and embedding an inclusive culture over the next three years.

Over 6% Disabled Staff

Disabled Employees Representation

More than 6% of the company's workforce identifies as disabled, reflecting its commitment to disability inclusion.

1,500 Employees Surveyed

Workplace Adjustments Review

The company conducted a survey to review workplace adjustments for disabled employees, involving over 1,500 employees and 400 managers.

5 Years of Gender Pay Gap Reporting

Gender Pay Gap Transparency

The company has publicly reported its gender pay gap for five consecutive years, highlighting the need to address the overrepresentation of women in lower-paid roles.

Inclusion, Diversity, Equality, Equity are the company's core values.
The company monitors all nine protected characteristics under the Equality Act 2010 for equality analysis.
The organization is a Disability Confident Employer and conducts self-assessments on recruiting and retaining disabled people.
Colleague networks include the Disability Network, PRISM (LGBTQIA+), REN (Race Equality), and Parent Network.
The gender pay gap is attributed to the overrepresentation of women in lower-paid roles.

Articles

About Sanctuary

Careers at Sanctuary

Sanctuary Projects

Role

Description

complaint resolution

service delivery

customer communication

kpi reporting

data management

Delivering high quality and consistent services in relation to the resolution of queries and complaints to ensure customer satisfaction, escalating as appropriate
Responding positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with contract and service specifications, effectively communicating progress and outcomes to the customer
Managing relationships with internal and external customers, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately
Assisting in the production of quality statistical information on key performance indicators such as satisfaction levels and response times to assist managers in target setting, performance monitoring and implementing improvements
Maintaining effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possible

Requirements

nvq2

deadlines

regulations

recent role

driving licence

customer care

NVQ2 in Customer Service or Business Administration (or similar)
Proven experience of working to deadlines and prioritising work loads in a fast paced environment
Working knowledge of relevant regulations, legislation and good practice
Recent experience in a similar role
Occasional travel may be requirement of the role, therefore a full valid driving licence is essential
Wellbeing support and tools
Excellent interpersonal and customer care skills

Benefits

£29,794 - £31,362 per year

Employee Advice Service including counselling
Role salary is £27,605 with an additional policy allowance of £2,189 per annum (rising to £29,058 with an additional policy allowance of £2,304 per annum after 12 months, subject to satisfactory performance)
Voluntary health plans
25 days annual leave (rising to a maximum of 30 days) plus public holidays
Employee discounts
A pension scheme with employer contributions from Sanctuary
Life Assurance
Cycle to Work scheme
Employee recognition scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Born in 1969

Year of establishment

The company originated in 1969 as the World of Property Housing Trust.

125,000 homes

Properties managed

The company builds, owns, and manages over 125,000 homes across various housing types.

100 care homes

Care facilities operated

Its care arm manages over 100 residential care homes and supported living units.

It builds, owns and manages roughly 125,000 homes, encompassing affordable rent, shared ownership, student and keyworker housing.
Its care arm runs over 100 residential care homes and supported living units, transforming lives through specialist services.
Financed via careful stewardship and not‑for‑profit reinvestment, Sanctuary reinvests every penny into community development.
Large-scale retrofit schemes, including multi‑million-pound EPC upgrades, showcase its commitment to enhancing residents’ homes.
Regeneration projects breathe new life into neighbourhoods, such as transforming Glasgow’s former Victoria Infirmary into homes.
Unusual in its breadth, it operates across housing, care, student living, supported and keyworker accommodation under one umbrella.
A strategic acquirer, recent additions include Cornwall Care, Swan Housing Association and Johnnie Johnson Housing.
Its scale grants access to grants and public funding, enabling ambitious schemes in England and Scotland.

Culture + Values

Inclusion is one of our core values.
We work together as one team to support our social purpose and put our customers at the heart of everything we do.
We value transparency and accountability in actions toward decarbonisation and sustainability.

Environment + Sustainability

2,700 Homes

Retrofitting Achievements

Improved energy efficiency by retrofitting homes to meet higher environmental standards.

£1.4M Investment

Community Investment

Allocated significant funds to support community initiatives and projects.

38% Reduction

Operational Emissions Cut

Achieved a substantial reduction in operational carbon emissions.

33% Target

Capital Goods Emissions

Aiming to significantly reduce emissions from capital goods by 2030.

Committed to achieving net zero carbon emissions by 2050
Target to reduce downstream leased assets emissions by 18% by 2030
Target to reduce employee commuting emissions by 20% by 2030
Extended carbon emissions reduced by 4% year-on-year (2022/23 to 2023/24)
Reduced personal debt by £774,900

Inclusion & Diversity

2024-2026 Inclusion Strategy

Inclusion for All Strategy

The company's Inclusion for All strategy focuses on understanding customers, attracting diverse talent, providing inclusive workplaces, and embedding an inclusive culture over the next three years.

Over 6% Disabled Staff

Disabled Employees Representation

More than 6% of the company's workforce identifies as disabled, reflecting its commitment to disability inclusion.

1,500 Employees Surveyed

Workplace Adjustments Review

The company conducted a survey to review workplace adjustments for disabled employees, involving over 1,500 employees and 400 managers.

5 Years of Gender Pay Gap Reporting

Gender Pay Gap Transparency

The company has publicly reported its gender pay gap for five consecutive years, highlighting the need to address the overrepresentation of women in lower-paid roles.

Inclusion, Diversity, Equality, Equity are the company's core values.
The company monitors all nine protected characteristics under the Equality Act 2010 for equality analysis.
The organization is a Disability Confident Employer and conducts self-assessments on recruiting and retaining disabled people.
Colleague networks include the Disability Network, PRISM (LGBTQIA+), REN (Race Equality), and Parent Network.
The gender pay gap is attributed to the overrepresentation of women in lower-paid roles.

Articles

About Sanctuary

Careers at Sanctuary

Sanctuary Projects