Housing Customer Services Manager LBHF621458 in London

About the role

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. We aim to create an inclusive environment for everyone. Within Housing, we strive for efficiency in all we do, believing that our residents deserve safe, clean, and green spaces, coupled with high-quality services they can rely on.

Our Housing Customer Service Team strives for efficiency and excellence in customer experience. This role leads the Housing Customer Service Centre for housing repairs and housing services, ensuring a high-quality, resident-focused service. You will help your team achieve service excellence with a “right first time” approach, ensuring residents have a seamless and positive experience.

Are you a manager with experience in enhancing service performance and staff motivation? Can you guide teams to deliver quality customer care in a dynamic environment? This position requires a leader with technical knowledge of customer service centres, housing services, and contact service performance. Lead by utilising new technology to provide multi-channel services accessible to all.

This role involves leading a team with customer services, with a focus on engaging, developing, and supporting Team Leaders to meet targets and improve customer satisfaction. An understanding of performance frameworks, workforce planning, and continuous improvement is essential to ensure that efficiency and quality are maintained at the core of our operations. You will collaborate directly with internal departments, including our Direct Labour Organisation and repairs management service, as well as external contractors, to ensure that customer needs are addressed promptly and effectively.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Our People Values: How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

• We are fair: We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.
• We are caring: We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.
• We are collaborators: We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.
• We are driven: We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Our commitment to you: At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working. We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents. It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

Asking for Adjustments: We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process. Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.