At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service in housing.
- Company: Join Portsmouth Homes, a key player in social housing.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career growth and continuous personal development.
- Why this job: Make a real difference in the community while developing your leadership skills.
- Qualifications: Experience in team management and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
You will facilitate the day to day running of the area housing offices Customer Relations Teams to meet demand via telephone, email and face to face interactions. You'll have overall responsibility for the supervision of all cash handling procedures, safety of staff handling cash and the security of cash collected.
To recruit, train, develop and maintain a team of customer relations officers (CRO's) to provide effective customer services as a social housing landlord and ensure that PCC meets the outcomes required within the Consumer Standards when Tenants contact us.
To work collaboratively as part of the Management Team within an Area Housing Office, but also with all other teams and departments within Portsmouth Homes and relevant teams within Portsmouth City Council, to ensure consistency of services delivered and all compliance matters are met.
The role is responsible for a team of CROs within an Area Office/s, but they also work closely with Local Housing Managers (LHMs) and carry out duties required by Senior Housing Managers (SHMs). Work collaboratively with peers in other locations, as well as team managers in other departments within PCC in particular Finance and Transactions, Tenancy Support, Portsmouth Homes Complaints and the Repairs Support/Building Services Teams, as often the CRO team are the face of Portsmouth Homes, covering all Landlord Services.
The role is responsible for proactive staff management, including absence management and performance management including disciplinary and capability issues as well as ensuring that there are appropriate resources to meet demand at all times, and that staff work in a safe and secure manner.
Skills
- Experience of managing individuals and teams with a preference for Coaching and Mentoring
- Extensive and adaptable IT skills including the Microsoft 365 package (Word, Excel, PowerPoint, Teams etc)
- Excellent written and verbal communication skills and the ability to absorb and interpret complex information
- Strong numeracy and excellent written skills
- Experience of performance management and improving customer satisfaction (desirable)
- Excellent communication skills with the ability to adapt flexibly to a wide variety of audiences for a range of purposes
- Experience of dealing with GDPR and Data Protection issues, with the ability to support others in developing an understanding while minimising risk and assuring compliance (desirable)
- Experience of Cash Handling and Financial Compliance (desirable)
- Experience in the use of telephony systems to ensure that there is accountability for the services provided and that performance is measured, resources are appropriate to meet demand and that legal and statutory requirements are met (desirable)
- Level 4 Housing Qualification or be prepared to study (desirable)
- English and Maths GCSE or equivalent (desirable)
- Evidence of commitment to own continuing personal and professional development
Engage at all levels of the organisation and work with others to ensure a consistently high standard of service delivery, support and engage with staff to identify and manage training needs to ensure the success of the team.
Customer Service Manager in Portsmouth employer: Portsmouth City Council
As a Customer Service Manager at Portsmouth Homes, you will be part of a dynamic team dedicated to delivering exceptional service in the social housing sector. Our supportive work culture fosters collaboration and professional growth, offering opportunities for training and development while ensuring compliance with industry standards. Located in the vibrant city of Portsmouth, we provide a meaningful career path where your contributions directly impact the community and enhance tenant satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and team management. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio that highlights your achievements in customer service and team management. This can be a great conversation starter during interviews and helps you stand out from the crowd.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Customer Service Manager in Portsmouth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your experience in managing teams, cash handling, and customer service. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since excellent written and verbal communication is key for this role, ensure your application is clear and concise. Use examples that demonstrate your ability to interpret complex information and communicate effectively with different audiences.
Highlight Relevant Experience:Don’t forget to mention any experience you have with performance management, coaching, or mentoring. If you've dealt with GDPR or financial compliance, make sure to include that too! We love seeing how you can contribute to our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining the StudySmarter family!
How to prepare for a job interview at Portsmouth City Council
✨Know Your Stuff
Make sure you understand the role inside out. Familiarise yourself with customer service principles, cash handling procedures, and the specific challenges faced by social housing landlords. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, mentoring, and performance management. Highlight any experience you have with absence management or dealing with disciplinary issues to demonstrate your capability.
✨Communication is Key
Brush up on your communication skills! Be ready to discuss how you adapt your communication style for different audiences. Think of examples where you've effectively communicated complex information, especially in a customer service context, to ensure clarity and understanding.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Prepare for situations involving customer complaints, team conflicts, or compliance issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your thought process.
