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<p><strong>About the Borough</strong></p>With a workforce of two hundred colleagues we're small enough to be friendly and large enough to give you scope to develop and progress your career. We are based in Sutton Town Centre with great transport links in and out of London.&nbsp; Our colleagues work and engage with residents in the borough and wider for our private sector colleagues. <br><br>At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives.&nbsp;<br><p><strong>About the Service and Team</strong></p>The Customer Experience Team are the first point of contact by phone, email and in person.&nbsp; We respond to queries, triage and raise Repairs requests, complete admin tasks and seek resolutions on behalf of our residents&nbsp;<p><strong>About the Role and Our Ideal Candidate</strong></p>Our ideal person will be reactive, able to work in a team environment, have an enquiring mind and able to advocate on behalf of others.<p><strong>Our Offer to You</strong></p><p>Colleagues at SHP take pride in delivering our priorities and working in&nbsp; rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems.&nbsp;</p><p>&nbsp;A good work-life balance is important and our key benefits are:</p><ul><li>Membership of the <a href="https://www.lgpsmember.org/" target="_blank">Local Government Pension Scheme (opens in new window) </a>– a career average scheme where employees contribute between 5.5% and 12% .&nbsp; Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025 .&nbsp;&nbsp;</li><li>Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.</li><li>Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.</li><li>Employee Benefits to include cycle to work scheme and a range of discounts schemes&nbsp;&nbsp;</li><li>Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, 365 days a year</li><li>Investment in your learning&nbsp; and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training.&nbsp; Opportunities for external training that meet both individual and strategic requirements are considered through an application process. </li></ul><p><strong>Application Process</strong></p><p>Before applying please refer to the job profile and ensure you meet the essential criteria. You will then need to complete the online application form, adding a supporting statement addressing how you meet the criteria outlined in the job profile.</p><p>The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received, it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.&nbsp;</p><p>We anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. Our managers are advised to set up interview panels to be diverse to reduce bias, where possible. We are fully committed to removing barriers and enhancing the diversity of our workforce</p><p>We guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role and ensure that our recruitment and selection process is inclusive and accessible. </p><p><strong>Additional Information</strong></p><p>We are proud to be a diverse and welcoming organisation and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.</p><p>The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the <a href="https://www.gov.uk/guidance/new-immigration-system-what-you-need-to-know" target="_blank">GOV.UK website</a> for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.</p>





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London Borough of Sutton

Customer Experience Specialist - 6 Months Fixed Term Contract

<h4>Job summary</h4><p>Ofgem is Great Britain’s independent energy regulator. Our primary responsibility is to protect energy consumers, especially the most vulnerable, while at the same time working with government, industry and consumer groups to deliver a clean, more affordable and secure net-zero energy system at the lowest cost to consumers, and drive economic growth.</p><p>We are seeking a confident and experienced Customer Service Team Manager to join our dynamic team. This role requires someone who thrives in a fast-paced environment and has a proven track record of managing customer service teams with energy and empathy. You’ll bring strong interpersonal and communication skills, with the ability to motivate and support your team to consistently deliver outstanding service. You’ll be adept at monitoring performance, providing constructive feedback, and managing underperformance with clarity and fairness.</p><h4>Job description</h4><p>Resilience and composure under pressure are essential, along with a positive attitude toward change and a commitment to continuous improvement. You’ll be proactive in identifying training needs and supporting team development through coaching and cross-skilling, helping individuals grow and succeed. Confidence in raising operational issues and contributing to workforce planning discussions is key, as is a highly organised approach and strong problem-solving skills with attention to detail.</p><p>Above all, we’re looking for someone who is passionate about delivering excellent customer service and fostering a culture of inclusion and wellbeing. If you’re ready to lead with purpose and make a meaningful impact, we’d love to hear from you.</p><p>Please note this role is known internally as Engagement Team Manager.</p><h4>Person specification</h4><p><strong>Essential Criteria</strong></p><ul><li><strong>Proven experience in managing a high performing customer service team in a call centre, with a focus on delivering a high-quality service (lead criteria) </strong></li><li> Demonstrated ability to monitor individual and team performance, provide constructive feedback, and address underperformance or behavioural issues</li><li> Confidence in using and embedding digital tools with a proactive attitude towards AI and automation to improve internal processes and service delivery</li><li> Ability to remain calm and effective under pressure, embrace change, and contribute to continuous improvement while promoting a culture of inclusion and wellbeing</li></ul><h4>Behaviours</h4><p>We'll assess you against these behaviours during the selection process:</p><ul><li>Leadership</li><li>Communicating and Influencing</li><li>Managing a Quality Service</li><li>Delivering at Pace</li></ul><h4>Benefits</h4>Alongside your salary of £34,123, OFGEM contributes £9,885 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="https://www.civilservicepensionscheme.org.uk/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank"> Find out what benefits a Civil Service Pension provides.</a><p>Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; Hybrid working (currently 1 day a week in the office), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.</p><h4>Things you need to know</h4><h4>Artificial intelligence</h4>Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4>This vacancy is using <a href="https://www.gov.uk/government/publications/success-profiles" target="_blank">Success Profiles (opens in a new window)</a>, and will assess your Behaviours, Ability and Experience.<p>When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), your career history and qualifications. </p><p>As part of the application process, you will need to complete and pass the online Civil Service Tests – <strong>Civil Service Verbal Reasoning &amp; Management Judgement Test . </strong>More information on preparing for this test can be found <a href="https://www.gov.uk/guidance/civil-service-online-tests" target="_blank">here.</a></p><p>You will also be asked to provide a 1250 word ‘supporting statement’ evidencing how your experience meets the essential criteria on the attached role profile. </p><p>Shortlisted candidates will be invited to interview where they will be assessed using behaviours-based questions and a selection of experience-based questions specific to the role. </p><p>The Civil Service values honesty and integrity and expects all candidates to abide by these principles. You must ensure that any evidence submitted as part of your application or used during interview, including your CV and any statements or examples, are truthful and factually accurate. Ofgem takes any incidences of cheating very seriously. Please ensure all examples provided are of your own experience. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.</p><p>Please refer to Civil Service candidate advice on the acceptable use of artificial intelligence within the recruitment and selection process - <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">Artificial intelligence and recruitment , Civil Service Careers</a></p><p><em>The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [</em><a href="https://www.cifas.org.uk/fpn" target="_blank"><em>https://www.cifas.org.uk/fpn</em></a><em>].</em></p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must undergo a criminal record check.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>The <a href="http://civilservicecommission.independent.gov.uk/code/" target="_blank">Civil Service Code (opens in a new window)</a> sets out the standards of behaviour expected of civil servants.<br><br>We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's <a href="https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/" target="_blank">recruitment principles (opens in a new window)</a>.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>This vacancy is part of the <a href="https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans" target="_blank">Great Place to Work for Veterans (opens in a new window)</a> initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. <a href="https://www.civil-service-careers.gov.uk/prison-leaver-recruitment/" target="_blank">Read more about prison leaver recruitment (opens in new window)</a>.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : Lynn Robertson</li><li>Email : <a href="mailto:recruitment@ofgem.gov.uk" target="_blank">recruitment@ofgem.gov.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:recruitment@ofgem.gov.uk" target="_blank">recruitment@ofgem.gov.uk</a></li></ul><h4>Online test instructions</h4>The tests are not timed but please ensure that you allow sufficient time to complete the Civil Service Tests and your application before the deadline as late applications will not be accepted<h4>Further information</h4>Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of these Recruitment Principles.<br><br>In the first instance, you should raise the matter directly via <a href="mailto:recruitment@ofgem.gov.uk" target="_blank">recruitment@ofgem.gov.uk</a>. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their website.<br><br><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzUzMTkmdmVyaWZ5PTJmZjk5NjcyNzUzNDY0ZDE1Yzc5ZjdiOTFkNjVmYjJhJnJlcXNpZz0xNzY1NjE3NzAzLTVmMzZjOTE0NTdhNjUxMjA3NWUwYjNjNDMzZjE0Mzg4MzQxOTM0MWY=" target="_blank">Customer Service Team Manager 441547 candidate pack Opens in new window</a> (pdf, 664kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzUzMjAmdmVyaWZ5PWM5MjVjMWU2ZGZlYTE4Y2ViYjJjZjZiMGZjYWIzNzAwJnJlcXNpZz0xNzY1NjE3NzAzLTVmMzZjOTE0NTdhNjUxMjA3NWUwYjNjNDMzZjE0Mzg4MzQxOTM0MWY=" target="_blank">Role Profile_Customer Service Team Manager Opens in new window</a> (pdf, 146kB)<a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzUzMjEmdmVyaWZ5PTlmZWM5N2E5MzM4M2FkNjFlNjViNzIxMGU4ZWEzMjUxJnJlcXNpZz0xNzY1NjE3NzAzLTVmMzZjOTE0NTdhNjUxMjA3NWUwYjNjNDMzZjE0Mzg4MzQxOTM0MWY=" target="_blank">Terms and Conditions April 2025 Opens in new window</a> (pdf, 372kB)

OFGEM

Customer Service Team Manager

<h4>Job summary</h4><p>We are looking for a Publications Enquiries Officer to join our Journal Office at the House of Lords. This is an exciting opportunity to work in our Printed Paper Office (PPO), which is a ‘front-of-house’ service where you will be responsible for ensuring all necessary printed documents are available to members and staff and responding to customer enquiries. There is also variety in the role as you will also be supporting the Procedural Centre and Conduct teams on a regular basis, giving you exposure and experience in multiple areas.</p><p>Due to the customer facing aspect of the role, this is an opportunity to work on-site in the Palace of Westminster. This is a fantastic position for someone who likes working in a fast-paced, customer-focused environment and can communicate effectively with multiple stakeholders to advise on wide-ranging enquiries and issues.</p><h4>Job description</h4><p><strong>You’ll be accountable for </strong><em>– </em></p><ul><li>Acting as a point of contact for members in the PPO, providing professional advice on papers and redirecting queries to other teams where appropriate.</li><li>Following the agreed best methods for organising, prioritising, presenting and distributing papers to members and staff.</li><li>Checking all papers laid before the House for compliance with requirements and triaging and escalating issues as required.</li><li>Liaising with government departments about laying papers, including advising on laying requirements.</li><li>Taking receipt of new papers, completing all associated administrative tasks and ensuring compliance with document registration, filing and archiving processes.</li><li>Supporting resilience across the wider Journal Office by developing new skills and working regularly in other areas at the same grade.</li></ul><p>For the full list of role duties and responsibilities, please see the attached job description.</p><h4>Person specification</h4><p><strong>What we’re looking for </strong><em>–</em></p><ul><li>Strong customer service skills including the ability to deal with a range of customers and queries in a front-line role.</li><li>Professionalism including being organised and able to respond to urgent requests and prioritise tasks accordingly.</li><li>Good oral and written communication skills and interpersonal skills.</li><li>Strong team-working skills including the ability to be flexible within a team and take responsibility for ensuring that the office is covered and enquiries are dealt with promptly.</li></ul><h4>Benefits</h4>Alongside your salary of £32,000, House of Lords contributes £9,270 towards you being a member of the Civil Service Defined Benefit Pension scheme. <a href="https://www.civilservicepensionscheme.org.uk/memberhub/joining-the-pension-scheme/benefits-of-the-pension-scheme/" target="_blank"> Find out what benefits a Civil Service Pension provides.</a><p><strong>What you’ll get in return</strong></p><ul><li>30 days annual leave (increasing to 35 after one years’ service)</li><li>Generous pension scheme</li><li>Parliamentary health and wellbeing programme</li><li>The opportunity to witness history in the making.</li></ul><p>The work we do is vital to the House of Lords, and you will be a pivotal member in the team strengthening the work of the House. The House of Lords is the second chamber of the UK parliament. It is independent from and complements the work of the House of Commons to:</p><ul><li>Make laws</li><li>Check and challenge the actions of the government through questions and debates</li><li>Investigate public policy and provide a forum of independent expertise</li></ul><h4>Things you need to know</h4><h4>Artificial intelligence</h4>Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our <a href="https://www.civil-service-careers.gov.uk/artificial-intelligence-and-recruitment/" target="_blank">candidate guidance (opens in a new window)</a> for more information on appropriate and inappropriate use.<h4>Selection process details</h4><p>Please complete your online application by 10.00am on 12th January 2026.</p><p>If you require any reasonable adjustments during the application process, please contact <a href="mailto:hlrecruitment@parliament.uk" target="_blank">hlrecruitment@parliament.uk</a> or call 020 7219 5973.</p><p>Job offers are standardly offered at the minimum of the salary range.</p><p><em>The House of Lords Administration is committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all candidates with diverse characteristics, including different ages, caring responsibilities, disability, gender/sex, gender reassignment/trans, marriage and civil partnership, pregnancy and maternity, race/ethnicity, religion or belief, sexual orientation and socio-economic status. We welcome discussions about flexible working arrangements and reasonable adjustments</em></p><br><br>Feedback will only be provided if you attend an interview or assessment.<h4>Security</h4>Successful candidates must meet the security requirements before they can be appointed. The level of security needed is <a href="https://www.gov.uk/government/publications/national-security-vetting-advice-for-people-who-are-being-vetted" target="_blank">counter-terrorist check (opens in a new window)</a>.<br><br><a href="https://www.gov.uk/government/publications/vetting-explained-and-our-vetting-charter/the-vetting-charter" target="_blank">See our vetting charter (opens in a new window)</a>.People working with government assets must complete <a href="https://www.gov.uk/government/publications/government-baseline-personnel-security-standard" target="_blank">baseline personnel security standard (opens in new window)</a> checks.<h4>Nationality requirements</h4><p>This job is broadly open to the following groups:</p><ul><li>UK nationals</li><li>nationals of the Republic of Ireland</li><li>nationals of Commonwealth countries who have the right to work in the UK</li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the <a href="https://www.gov.uk/settled-status-eu-citizens-families" target="_blank">European Union Settlement Scheme (EUSS) (opens in a new window)</a></li><li>nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)</li><li>individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020</li><li>Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service</li></ul><a href="https://www.gov.uk/government/publications/nationality-rules" target="_blank">Further information on nationality requirements (opens in a new window)</a><h4>Working for the Civil Service</h4>Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.<h4>Diversity and Inclusion</h4>The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the<a href="https://www.gov.uk/government/publications/civil-service-people-plan-2024-2027/civil-service-people-plan-2024-2027-html" target="_blank">Civil Service People Plan (opens in a new window)</a> and the <a href="https://www.gov.uk/government/publications/civil-service-diversity-and-inclusion-strategy-2022-to-2025" target="_blank">Civil Service Diversity and Inclusion Strategy (opens in a new window)</a>.<h4>Apply and further information</h4>Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.<h4>Contact point for applicants</h4><h4>Job contact : </h4><ul><li>Name : Recruitment Team</li><li>Email : <a href="mailto:hlrecruitment@parliament.uk" target="_blank">hlrecruitment@parliament.uk</a></li></ul><h4>Recruitment team</h4><ul><li>Email : <a href="mailto:hlrecruitment@parliament.uk" target="_blank">hlrecruitment@parliament.uk</a></li></ul><h4>Attachments</h4><a href="https://files.civilservicejobs.service.gov.uk/admin/fairs/apptrack/download.cgi?SID=b3duZXI9NTA3MDAwMCZvd25lcnR5cGU9ZmFpciZkb2NfdHlwZT12YWMmZG9jX2lkPTEyNzU4NjAmdmVyaWZ5PWJmZmY2YjBmMzljODhhZThhYTg3NjFjNjM2MjdjODA2JnJlcXNpZz0xNzY2MjA0NDgzLTRmZDhlZDE1ZDQ5YjBiMTUyZTRiMjZiODdlYTViNzU4YzQwMjFiNzg=" target="_blank">Job Description - Publications Enquiries Officer Opens in new window</a> (docx, 58kB)

3 Customer Service Jobs in Greater London