At a Glance
- Tasks: Lead a team to deliver top-notch customer service in a dynamic housing environment.
- Company: Join Portsmouth City Council, dedicated to making a positive impact in the community.
- Benefits: Enjoy competitive pay, inclusive culture, and opportunities for personal growth.
- Other info: Be part of a supportive team that values respect, integrity, and collaboration.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 30000 - 40000 € per year.
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.
Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act. We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed.
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.
We are a disability confident employer and Armed Forces Covenant gold standard. You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.
Customer Service Manager - Portsmouth in Southsea employer: Portsmouth City Council
Portsmouth City Council is an exceptional employer, dedicated to fostering a collaborative and inclusive work culture that prioritises respect and integrity. As a Customer Service Manager, you will benefit from comprehensive training and development opportunities, ensuring your professional growth while making a meaningful impact in the community. With a commitment to employee well-being and a supportive environment, Portsmouth Homes offers a rewarding career path in the heart of Portsmouth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Portsmouth in Southsea
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working at Portsmouth Homes or similar organisations. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Service Managers. Think about your past experiences and how they align with the job description. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Show off your soft skills! As a Customer Service Manager, you'll need to demonstrate leadership, communication, and problem-solving abilities. Use examples from your previous roles to highlight these skills during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Portsmouth Homes and ready to make a difference!
We think you need these skills to ace Customer Service Manager - Portsmouth in Southsea
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 handled customer service challenges in the past. We want to see how you can bring your skills to our team!
Tailor Your Personal Statement:Don't just send a generic personal statement! Tailor it to the role of Customer Service Manager by addressing the key points in the job description. This shows us that you've done your homework and are genuinely interested in the position.
Be Clear and Concise:Keep your application clear and to the point. Avoid jargon and long-winded explanations. We appreciate straightforward communication, so make sure your writing is easy to read and understand.
Apply Through Our Website:Make sure to apply through our careers portal! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the recruitment process there!
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 Customer Service 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 team.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Prepare examples from your past where you've successfully managed a team, handled performance issues, or improved customer service processes. Highlighting these experiences will demonstrate your capability to lead effectively.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific scenarios where you resolved conflicts or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, challenges faced by the Customer Relations Teams, or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
