Customer Service Manager

Portsmouth City Council; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local government organization in England is seeking a supervisor for their customer relations teams. Responsibilities include overseeing cash handling procedures, recruiting and training customer relations officers, and ensuring compliance with service standards. The ideal candidate will work collaboratively with various departments to maintain effective service delivery. This role demands strong leadership and management skills.

Responsibilities

• Supervise cash handling procedures and ensure staff safety.
• Recruit, train, and maintain a team of customer relations officers.
• Collaborate with the Management Team to ensure service consistency.
• Manage staff performance, including absence and disciplinary matters.

Job description

Overview

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.

Key responsibilities

• Have overall responsibility for the supervision of all cash handling procedures, safety of staff handling cash and the security of cash collected.
• Recruit, train, develop and maintain a team of customer relations officers (CROs) 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.
• 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).
• 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.