Customer Relations Officer

Portsmouth City Council; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local council authority is seeking a Customer Relations Officer to support housing services. The role involves interacting with tenants and leaseholders, handling inquiries, and ensuring compliance with service standards. Candidates should have strong customer service experience, excellent communication skills, and a positive attitude. Flexibility to work from various locations is necessary.

Qualifications

• Previous customer service experience preferably through telephone and in-person interaction.
• Good communication skills to handle a variety of customers sensitively.
• Ability to prioritise tasks and manage workload effectively.
• Flexibility to adapt to team needs for service delivery.
• Numeracy for accurate cash handling as part of cashiering.
• Positive attitude towards work and collaboration with colleagues.
• Good IT skills for accurate data entry and software use.
• Understanding of Data Protection Policy for handling confidential information.

Responsibilities

• Provide support to housing services across Area Housing Offices.
• Communicate with tenants and leaseholders positively and professionally.
• Respond to customer inquiries at the reception counter, by phone, and via email.
• Refer matters to appropriate resources when necessary.
• Arrange appointments for customers with other officers or teams.

Skills

Customer service experience

Communication skills

Organisational skills

Teamwork

Numeracy

Positive attitude

IT skills

Data Protection awareness

Job description

The Customer Relations Officer (CRO) provides comprehensive support to Portsmouth Homes Landlord services across Area Housing Offices.

Most of the communication is front facing with tenants and leaseholders, so there is always a need to present Portsmouth Homes positively and professionally.

There will also be a need to communicate with other teams within Portsmouth Homes, PCC and external partners/organisations, such as Social Services, HNAS, Building Services, Finance & Treasury, I.T, HR, the Police etc.

CRO's must respond to customer/resident enquiries at the reception counter, by phone, respond to emails and where necessary refer matters to the right resource.

CRO's also arrange appointments for customers where necessary with other officers or teams to ensure that Portsmouth Homes meets it obligations under the Consumer Standards and for Compliance matters.

Skills:

• Have previous customer service experience preferably through dealing with members of the public by telephone and in-person.
• Have good communication skills and the ability to deal with a wide variety of customers in a sensitive and emphatic manner.
• Be well organised, able to prioritise tasks and manage your own workload.
• Able to work as part of a team to ensure a smooth delivery of the service and be flexible in being able to adapt to the needs of the team.
• Be numerate and able to handle money accurately as part of the cashiering role
• Have a positive attitude towards work and actively work with your colleagues to improve the service offered to customers
• Have good IT skills including accurate data entry and use of software applications. Training will be given on the specific systems used in housing
• Have an awareness and understanding of the Data Protection Policy as you will be dealing with confidential information
• Be able to work from any of the area housing offices when required