Customer and Support Services Advisor

Wrexham County Borough Council; Wrexham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Flexible working arrangements

Generous annual leave up to 32 days

Family-friendly policies supporting C&

Work-life balance and flexi time

Job summary

Wrexham County Borough Council is seeking a Customer & Support Services Advisor to be the first point of contact for around 11,200 contract holders, handling housing repair requests via telephone and digital channels.

You will diagnose and record repairs, raise works orders, and update the housing management system while managing multiple enquiries with accuracy, professionalism and a calm, customer-focused approach.

Qualifications

• Excellent communication and interpersonal skills with a customer-focused approach.
• Ability to stay calm under pressure in a fast-paced environment.
• Commitment to delivering high-quality housing-related customer service.

Responsibilities

• Be the first point of contact for approx. 11,200 contract holders regarding housing repairs and enquiries via phone and digital channels.
• Accurately diagnose and record repair requests, raise works orders and update the housing management system.
• Manage multiple enquiries concurrently with accuracy and professionalism.

Skills

Customer service

Communication skills

IT literacy

Teamwork

Tools

Housing management system

Job description

If you’re motivated by helping people and thrive in a fast-paced, customer-focused environment, this is a role where you can make a real difference every day.

As a Customer & Support Services Advisor, you will be the first point of contact for approximately 11,200 council contract holders, handling housing repair requests and a wide range of housing-related enquiries via telephone and digital channels. Your work will directly support the smooth running of our Housing Service Centre and ensure residents receive timely, accurate and supportive assistance.

In this role, you will accurately diagnose and record repair requests, raise works orders and update the housing management system. You’ll manage multiple enquiries at once while maintaining excellent attention to detail, ensuring every customer receives a professional and efficient service.

We are looking for a self-starter with strong resilience and the ability to stay calm under pressure. You will bring excellent communication and interpersonal skills, confident IT ability, and a genuine commitment to delivering high-quality customer service.

The Council welcomes applications from suitably qualified candidates regardless of race, gender, disability, sexuality, religious belief or age.

The Council is committed to developing its bilingual workforce and welcomes applications from candidates who demonstrate their capability to work in both English and Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

About Us

• Grymuso

The County Borough of Wrexham, located in North East Wales, is proud of its Welsh heritage and cultural identity. Over the years it has grown to reflect a population that is multi-religious and multi-ethnic and complements the diversity of our communities.

Centred on the city of Wrexham, which nestles between the Welsh mountains and the Cheshire plains, it’s a location that really can offer you the best of both worlds and we are proud of our city status (awarded in 2022 when we became the seventh city in Wales).

Wrexham County Borough Council is a unitary Council which delivers a wide range of services aimed at improving the lives of Wrexham residents and surrounding communities. We are committed to providing services through collaboration with local and national partners. With a focus on sustainable development, community wellbeing, and improving the lives of Wrexham residents and surrounding communities, Wrexham is a fantastic place to work, live, and learn.

The council is an inclusive employer with a workforce of around 5,500, offering diverse roles, training and development and rewarding career opportunities. Wrexham County Borough Council values innovation, bilingualism in English and Welsh, and welcomes applicants from all backgrounds.

As a Disability Confident Committed Employer, the council ensures accessible recruitment and support for disabled employees including offering a guaranteed interview (where essential person specification items are met). Additionally, veterans will receive guaranteed interviews under the Armed Forces Covenant if eligibility criteria are met (where essential person specification items are met).

Employee benefits include:

• Membership in the Local Government Pension Scheme
• Flexible working arrangements
• Generous annual leave up to 32 days
• Family-friendly policies supporting caring and family commitments
• Work-life balance and flexi time (dependent on role)
• Access to Wrexham Reward Scheme with discounts off leading retailers nationally and locally
• Health & well-being resources, for example:
  • Healthy & Wellbeing Champions
  • Employee assistance programme with advice on staying healthy financially, mentally or physically:
    • Counselling (available 24/7, 365 days a year)
    • In-the-moment emotional support (available 24/7, 365 days a year)
    • Option to set health-boosting goals with small, sustainable lifestyle changes
    • Connect health apps to track physical health and meet progress goals
    • Blogs, videos, recipes and more resources providing inspiration and motivation
    • Identify risks of developing leading lifestyle-related diseases with mental health and financial scores
    • Legal, financial and consumer advice
  • Health and wellbeing events and campaigns throughout the year (e.g., November Health Day, Time to Talk Day, Mental Health Awareness Week, Sun Awareness Week, Menopause Week, Financial Health Week)
  • Menopause Café and guidance
  • Unpaid Carer Café and guidance

Our Council Plan (2023-28) sets out our priorities for this period and we deliver these by following the Nolan Values of public life (selflessness, integrity, objectivity, accountability, openness, honesty and leadership) as well as our own Corporate Values: