Customer Service Advisor

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

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work_outline Basis Fixed Hours

Job profile for Customer Service Advisor

Customer Service Advisor

location_on Housing Centre, Fairway Trading Estate, Eastergate Road, Brighton, BN2 4QL 25/10/2026

Customer Service Advisor Apply online

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 22/09/2026 Job reference REQ0001524 Attachments attachment Preview of Shortlisting Questions.docx attachment 4263.Feb21.Repairs Customer Service Advisor.JDPS.doc

Job description

Do you have a passion for working with people?

Do you have a keen interest in Customer Care?

Do you enjoy solving problems?

Are you inspired by working with a variety of different people from diverse backgrounds?

Working as a member of the team within the Repairs Helpdesk you will support a high standard customer service activities for Council tenants in Housing properties, delivering best in class customer service and satisfying all safety, quality and cost control standards.

Fixed Term of 12 months

There is full information about the role below and attached but, if you would like an informal discussion, please contact Sammey Knight or Annabel Wainwright at [e-mail] with your contact details and they will call you back.

About the role

You will be providing high quality information, advice and assistance to customers who make contact with the Repairs Helpdesk regarding all property repairs and/or non-repair queries. Enquiries will be received by telephone, face to face, email, letter or via social media.

The successful candidate will be working in a high paced environment within a team of colleagues. Some of the key tasks they will undertake will be:-

• Ensuring the customer experience is central to all activities by maintaining a professional manner when communicating with service users, colleagues and other internal/external stakeholders.
• Providing a can-do attitude to both internal and external customers, investigating and resolving a range of issues in a professional, polite and timely manner.
• Adapting your communication style and methods to meet the needs of the customer.
• Ensuring the correct diagnosis of repairs needed via the operating system.
• Contributing to continuous improvement activities and maintaining customer feedback, management and performance information to help with assessment of how well the service is performing.
• Acting in accordance with GDPR legislation and maintaining confidentiality.

You will need:

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

In return you will be part of a passionate team of people committed to providing the best possible outcomes for our customers.

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?

As a council, we want to:

• 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.

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Customer Service Advisor Apply online