Customer Relations Officer

Portsmouth; Portsmouth; On-site; GBP 21,000 - 30,000; Full time

Job summary

Portsmouth City Council is seeking a Customer Relations Officer to support Portsmouth Homes across Area Housing Offices. The role focuses on front-facing communication with tenants and leaseholders, presenting Portsmouth Homes positively and professionally, and coordinating with internal and external partners.

The CRO will handle enquiries at reception, by phone and email, and arrange appointments with other Officers to ensure compliance with Consumer Standards and service obligations.

Qualifications

• Previous customer service experience, preferably with members of the public by telephone and in-person.
• Strong communication skills and ability to deal with a wide variety of customers sensitively and empathetically.
• Well organised with the ability to prioritise tasks and manage workload.

Responsibilities

• Respond to customer/resident enquiries at the reception counter, by phone, and via email; refer matters to the appropriate resource.
• Arrange appointments for customers with other officers or teams to ensure Portsmouth Homes meets Consumer Standards and compliance obligations.

Skills

Customer service

Communication skills

Organised

Team player

Numerate

Money handling

Positive attitude

IT literacy

Data Protection awareness

Tools

Data entry software

Housing systems

Job description

Location: Somerstown Area Housing Office, Portsmouth, PO5 4EZ

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:

You need to:

• 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