Customer Service Manager

Job Introduction

Fixed Term Contract/Secondment for up to 12 months to cover maternity leave 

37 hours per week 

Come and join our fantastic service as a Customer Service Manager! 

This role will help to 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 will have overall responsibility for the supervision of all cash handling procedures, safety of staff handling cash and the security of cash collected.

You will 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 will 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.

You will also be 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.

Please see the full job profile attached at the bottom of this page, which gives full details of the role and the 'who is the person' criteria points!

If you have any questions or would like to have an informal chat about this role please e-mail Syed Ali -syed.ali1@portsmouthcc.gov.uk 

When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points with the use of examples from your experience. This is really important or you are likely not to be shortlisted. 

 If applying as a secondment, please ensure you have your line manager's permission before applying and please state this in your application.

About Portsmouth City Council

What we can offer you:

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.

Read more about working at Portsmouth City Council and our benefits on our careers portal homepage: Careers Portal - Find jobs with Portsmouth City Council

Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk. or call the recruitment team on 023 92 616800