At a Glance
- Tasks: Lead a team to deliver exceptional customer service in housing.
- Company: Join Portsmouth Homes, a council committed to making a difference.
- Benefits: Competitive salary, supportive work culture, and opportunities for personal growth.
- Other info: Dynamic role with a focus on collaboration and inclusivity.
- Why this job: Make a real impact in the community while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 30000 - 40000 £ per year.
Your new role
Come and join Portsmouth Homes in this fantastic role as a Customer Service Manager! You will facilitate the day to day running of the area housing offices' Customer Relations Teams to meet demand via telephone, e-mail 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.
In this role you will also 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. You'll 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). You will 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.
You must demonstrate why you are suitable against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. If you apply without a detailed personal statement, it is unlikely that you will be successful.
You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.
Housing Customer Experience Manager in Portsmouth employer: Portsmouth City Council
Portsmouth Homes is an exceptional employer that prioritises a collaborative and inclusive work culture, ensuring that every team member feels valued and supported. With a strong commitment to employee development, you will have ample opportunities for growth and training as you lead a dedicated team of Customer Relations Officers in delivering outstanding service to the community. Located within Portsmouth City Council, you will be part of a unique organisation that is driven by core values of respect, integrity, and people-focus, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Customer Experience Manager in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those at Portsmouth Homes. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and team management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your experience! When you get the chance to speak with hiring managers, highlight specific examples of how you've successfully managed teams or improved customer relations in the past.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining Portsmouth Homes.
We think you need these skills to ace Housing Customer Experience Manager in Portsmouth
Some tips for your application 🫡
Show Us Your Experience:When you're writing your application, make sure to highlight your relevant experience. Use specific examples that demonstrate how you've tackled similar challenges in the past. This will help us see how you can fit into the role and contribute to our team.
Tailor Your Personal Statement:Your personal statement is your chance to shine! Make it specific to the Housing Customer Experience Manager role. Address each point from the job profile and explain how your skills and experiences align with what we're looking for. A generic statement won't cut it!
Be Clear and Concise:Keep your application clear and to the point. Avoid jargon and overly complex language. We want to understand your qualifications and experiences easily, so make sure your writing is straightforward and easy to read.
Apply Through Our Website:Don't forget to apply through our website! It's the best way to ensure your application gets to us directly. Plus, you'll find all the information you need about the role and our values there, which can help you tailor your application even more.
How to prepare for a job interview at Portsmouth City Council
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Housing Customer Experience Manager. Familiarise yourself with Portsmouth Homes' values and how they align with your own experiences. This will help you articulate why you're a great fit for the position.
✨Showcase Your Leadership Skills
Since this role involves managing a team of Customer Relations Officers, be prepared to discuss your leadership style. Share specific examples of how you've successfully recruited, trained, or developed a team in the past. Highlight any challenges you faced and how you overcame them.
✨Demonstrate Customer Focus
As a Customer Service Manager, your ability to provide excellent customer service is crucial. Prepare to share examples of how you've handled customer complaints or improved service delivery in previous roles. This will show that you understand the importance of being people-focused.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage staff effectively. Think about situations where you had to deal with performance issues or ensure compliance with safety procedures. Practising your responses will help you feel more confident during the interview.
