Job Introduction

Location: PO1-PO9 Area

37 hours per week

1 X Customer Relations Officer - Leigh Park Housing Office 

1 X Customer Relations Officer - Locum Officer 

The Social Housing Sector has seen considerable change in the last 2 years with the addition of new and revised regulations including a new set of consumer standards. Portsmouth Homes is undertaking a programme of change to respond to the new environment and changes in expectations from our tenants and leaseholders.  

This is a fantastic opportunity to join us as a Customer Relations Officer!

What is the role? 

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.

Please see the full job profile attached at the bottom of this page for the full list of what the role will involve!

Who is the person?

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 

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. The full job profile is attached at the bottom of this page.

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