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- Tasks: Lead a team to provide top-notch customer service in housing management.
- Company: Join Dover District Council, dedicated to excellent public services.
- Benefits: Enjoy a supportive environment, generous leave, and health benefits.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in customer service and team management required.
- Other info: Flexible working environment with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
This role is based in the council's main offices, where you and your team provide the first point of contact for visitors, offering support both in person and by phone. The Housing Customer Services Team Leader will line manage a team of Housing Customer Service Officers within the Housing Management Team. Taking ownership and responsibility for ensuring the team resolve customer queries at the first point of contact. Ensuring the advice given on a range of housing and property services queries is accurate and delivered promptly and effectively with informative courtesy.
Responsibilities:
- Ensure use of the available IT systems and resources and that processes and policy are followed.
- Ensure accurate and comprehensive records are kept and stored on the Councils Housing Management Systems.
- Maintain accurate performance monitoring data in relation to the Customer Services Team and in order to identify and implement improvements to the services we provide to customers or the way the team works.
- Demonstrable customer service/transactional administration experience and management of a Customer Service team or other front-line operation.
- Proficient in the use of IT systems including Microsoft Outlook, Excel and internet based systems.
- Ability to prioritise tasks and manage workload of a team by effective time management.
- Ability to use negotiation and influencing skills.
- Ability to work calmly under pressure and to tight deadlines whilst maintaining accuracy.
- Ability to identify and implement improvements.
- GCSE English and Maths Grade C or above (Grades 4-9) or equivalent.
About Disability Confident:
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.
About Dover District Council:
Dover District Council has an exciting agenda to deliver first class public services, putting our residents at the heart of everything we do. From building new, affordable homes to exciting regeneration schemes. A career with Dover District Council offers you the opportunity to excel.
Environment:
As an employer, Dover District Council is proud to provide a supportive, friendly, diverse and flexible working environment in which our employees can thrive. We have a team of enthusiastic employees, delivering services they are passionate about.
The Role & Responsibilities:
Dover District Council are committed to delivering an excellent customer focused, housing management service. To help us achieve this, we are looking to recruit a dynamic, skilled and high performing individual who shares our commitment to delivering excellence across the housing sector. Housing matters. You can help make the difference.
Benefits:
- We can provide a friendly and supportive environment for you to excel in.
- We also offer several employee benefits, subject to eligibility criteria, such as:
- Benenden Healthcare Membership and Employee Assistance Program
- Opt-in Local government pension scheme with the opportunity for staff to make advanced, voluntary contributions (AVCs) to top up their pension
- Generous annual leave provision
- Discount scheme including reduced membership rates at the local leisure centre
- On-site parking (site dependent)
- Cycle2Work scheme
- Generous Salary Sacrifice Car Scheme
Due to the nature of this role the successful applicant will be required to undertake a Basic DBS check as part of their pre-employment clearances.
Housing Customer Services Team Leader in Dover employer: Dover District Council
Contact Detail:
Dover District Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Customer Services Team Leader in Dover
✨Tip Number 1
Get to know the council's values and mission. When you walk into that interview, show us how your passion for customer service aligns with what they stand for. It’s all about making that connection!
✨Tip Number 2
Practice your responses to common interview questions, especially around team management and customer service scenarios. We want you to sound confident and ready to tackle any situation that comes your way!
✨Tip Number 3
Don’t forget to prepare some questions for them! This shows you’re genuinely interested in the role and the team dynamics. Ask about their current challenges or how they measure success in customer service.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Housing Customer Services Team Leader in Dover
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially any roles where you managed a team. We want to see how you've resolved queries and provided support, so share specific examples that demonstrate your skills.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us understand your qualifications quickly!
Tailor Your Application: Take a moment to customise your application for this role. Mention how your skills align with the responsibilities listed in the job description, like managing workloads or using IT systems effectively. It shows us you’re genuinely interested!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Dover District Council
✨Know Your Stuff
Make sure you’re well-versed in the housing and property services that the council offers. Brush up on common customer queries and how to resolve them effectively. This will show that you’re not just interested in the role, but that you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
As a Team Leader, it’s crucial to demonstrate your management experience. Prepare examples of how you've successfully led a team, resolved conflicts, or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be IT Savvy
Familiarise yourself with the IT systems mentioned in the job description, especially Microsoft Outlook and Excel. If you can, practice using these tools to manage data or create reports. Being comfortable with technology will give you an edge in the interview.
✨Stay Calm Under Pressure
Prepare for situational questions that assess how you handle stress and tight deadlines. Think of specific instances where you maintained accuracy while managing a heavy workload. Showing that you can keep your cool will reassure the interviewers that you can lead a team effectively.
