Customer Care Officer

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

Benefits offered by this job

Pension scheme

Paid annual leave

Rental deposit scheme

Job summary

Brighton & Hove City Council is seeking a Customer Care Officer for its Housing Centre in Brighton. This full-time, permanent role is office based, with 37 contractual hours plus 5.5 hours of contracted overtime. You will handle resident enquiries, write formal communications, and work to fixed deadlines while supporting diverse communities.

The role offers training opportunities within a busy repairs and maintenance environment and a clear path to develop frontline customer service skills.

Qualifications

• Passionate about customer service.
• Strong communication skills, especially formal letter writing.
• Highly organised with ability to prioritise deadlines.
• Comfortable interacting with people from diverse backgrounds.

Responsibilities

• Log incoming enquiries into the team system and carry out in-depth investigations.
• Liaise with repairs trades teams and stakeholders to provide high quality written responses.
• Monitor resolutions through to completion and ensure timely updates for residents and other stakeholders.
• Deliver high quality complaint responses within tight deadlines.

Skills

Strong communication skills

Formal letter writing skills

Good IT skills

Organised and able to prioritise

Job description

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work_outline Basis Fixed Hours

Job profile for Customer Care Officer

Customer Care Officer

Housing Centre, Fairway Trading Estate, Eastergate Road, Brighton, BN2 4QL

16/10/2026

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary £35,553 to £36,129

Contractual hours 37

Basis Fixed Hours

Package 5.5 hours contracted overtime

Job category/type Repairs and Maintenance

Date posted 16/09/2026

Job reference REQ0001496

Attachments 4264.Feb21.Customer Care Officer.JDPS.doc Preview of Shortlisting Questions.docx

Job description

Are you passionate about customer Service?

Do you have strong communication skills in particular formal letter writing skills?

Are you highly organised and enjoy working on your own autonomy prioritising competing deadlines?

Do you enjoy meeting new people from diverse backgrounds?

This is a full-time permanent role with 5.5 hours contracted overtime hours weekly. This position is office based.

Interviews week commencing 26th October

About the role

This is a busy role with the customer experience at its heart. You will be responsible for logging incoming enquiries into the team and carrying out in-depth investigations. You will be liaising with repairs trades teams and relevant stakeholders seeking to provide high quality written responses to residents, leasholders, councillors and Members of Pariliament. You will be responsible for monitoring resolutions through to completion.

We are looking for a motivated individual with a can-do attitude to work within the team delivering high quality complaint responses within tight target deadlines.

You will have a good standard of IT skills and the ability to work in a high pressure environment involving tight deadlines. Our residents have a variety of backgrounds so being comfortable interacting with a wide range of people is essential. There will be opportunites to visit our tenants in their homes in relation to their repairs improving their experience and enhancing their interaction with our service.

This is an ideal entry level with training opportunties and the chance to work with a range of high profile stakeholders accross the council.

In return for your skills and hard work we offer:-

• A standard working week of 37 hours per week plus 5.5 hours of contracted overtime - this is over Monday - Friday 08.00 - 17.00
• A full induction with ongoing development
• Paid annual leave
• Pension scheme
• Rental deposit scheme

Encouraging a diverse workforce

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).

Why work for us?

• be connected
• be confident
• be innovative and creative
• be diverse and inclusive
• be healthy and psychologically safe

For more information about our values and the benefits of working at the council, visit Why work for us which gives details of our wellbeing support, our benefits including leave and pensions as well as details of our training and development.

Additional information

Your starting salary will be pro rata if the above position is term-time only. For part time applicants, where your working week is less than the council’s basic 37 hour week, contracted overtime rated pay will not form part of your working hours. This is because overtime rated pay is payable for hours worked more than the council’s basic 37 hour week. Your starting salary will be pro rata based on the basic annual salary elements of pay between £29,071 to £29,542.

We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining. Your contractual location will be the designated council office for your team and travel to and from your contractual location would be at your own expense.