Job Details: Salary range: GBP 59,772 : GBP 62,922 per annum Work location: 145 King Street, Hammersmith, London W6 9XY Hours per week: 36.00 Contract type: Permanent Vetting requirements: Basic DBS Check Closing date: 30 June 2025 Interview date: 8 : 10 July 2025 Contact details for Informal discussion: Majella Omahoney:Sharma, Head of Customer Services on the role At Hammersmith and Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. We aim to create an inclusive environment for everyone. Within Housing, we strive for efficiency in all we do, believing that our residents deserve safe, clean, and green spaces, coupled with high:quality services they can rely on. Our Housing Customer Service Team strives for efficiency and excellence in customer experience. This role leads the Housing Customer Service Centre for housing repairs and housing services, ensuring a high:quality, resident:focused service. You will help your team achieve service excellence with a "right first time" approach, ensuring residents have a seamless and positive experience. Are you a manager with experience in enhancing service performance and staff motivation? Can you guide teams to deliver quality customer care in a dynamic environment? This position requires a leader with technical knowledge of customer service centres, housing services, and contact service performance. Lead by utilising new technology to provide multi:channel services accessible to all. This role involves leading a team with customer services, with a focus on engaging, developing, and supporting Team Leaders to meet targets and improve customer satisfaction. An understanding of performance frameworks, workforce planning, and continuous improvement is essential to ensure that efficiency and quality are maintained at the core of our operations. You will collaborate directly with internal departments, including our Direct Labour Organisation and repairs management service, as well as external contractors, to ensure that customer needs are addressed promptly and effectively. Our mission is to be the best council. To do this we need the best people to help build our vision. If you're looking to develop your career in a fast:paced, professional environment whilst making a difference, then we look forward to hearing from you. Please refer to the Role Profile for more information. Our People Values: How we act defines who we are. At the heart of our organisation is a common approach to defining 'who we are'. We are looking for people whocan build this into everything they do. We are fair We treat everyone withcompassion, dignity andfairness. We value theviews and opinion of others, and promote benefits andopportunities for all. We are caring We care about our borough anddoing things well. We focus on standards and continuousimprovement; learning fromour mistakes and celebratingsuccess. We are collaborators We work together for a bettersociety. We work with ourresidents, businesses, schools,third sector and others forbetter outcomes for everyone. We are driven We will only settle for the verybest. We seek to continuallyimprove and put our residents,customers and businesses atthe heart of everything we do. Our commitment to you: At H and F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more. We believe an inclusive workplace is about the visibility and representation of our local diverse community : it is about open and transparent decision making co:produced with staff and residents. It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fa