Customer Care Advisor – Repairs Helpdesk

Brighton & Hove City Council; Brighton; On-site; GBP 36,000 - 37,000; Full time

Job summary

Brighton & Hove City Council is seeking a Customer Service Advisor to join the Repairs Helpdesk. You will provide high quality information and assistance to tenants, handling enquiries across telephone, in person, email, and social media channels.

You will work in a fast-paced team, ensuring accurate diagnoses of repairs through the system and supporting continuous service improvements while upholding GDPR and confidentiality obligations.

Qualifications

• Experience of working to tight deadlines in a busy office environment.
• Experience of multi-tasking in a high volume, rapidly changing environment.
• Strong communication skills.
• Strong IT skills.
• Ability to work independently, good time management, planning & organisational skills.
• Strong customer service skills.
• Commitment to equalities principles and understanding of the council’s equal opportunity policy.
• Knowledge of social housing.
• Analytical skills.

Responsibilities

• Provide high quality information, advice and assistance to customers who contact the Repairs Helpdesk regarding all property repairs and/or non-repair queries.
• Handle enquiries by telephone, face to face, email, letter or via social media.
• Maintain a professional customer experience and communicate with service users, colleagues and other stakeholders.
• Ensure correct diagnosis of repairs via the operating system.
• Contribute to continuous improvement and maintain customer feedback and performance information.
• Act in accordance with GDPR and maintain confidentiality.

Skills

Strong communication skills

Strong IT skills

Experience under tight deadlines

Time management

Multitasking

Customer service skills

Analytical skills

Equality and diversity awareness

Knowledge of social housing

Job description

Brighton & Hove City Council is seeking a Customer Service Advisor to join the Repairs Helpdesk. You will provide high quality information and assistance to tenants, handling enquiries across telephone, in person, email, and social media channels.

You will work in a fast-paced team, ensuring accurate diagnoses of repairs through the system and supporting continuous service improvements while upholding GDPR and confidentiality obligations.