Customer Services Officer

Bournemouth, Christchurch and Poole Council; Poole; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

BCP Council’s Homes Tenancy Advice and Repairs Team is looking for a Customer Services Officer in Poole Library Hub and Kinson Hub on a full-time contract. The role is 37 hours per week, office based with initial training at the Kinson Hub for 4–6 weeks, then hybrid working from Poole Library Hub and home.

The successful candidate will manage calls and emails from residents, demonstrate excellent communication, work under pressure, and be a proactive team player delivering high-quality customer

Qualifications

• Excellent communication skills essential.
• Ability to work under pressure and use own initiative.
• Strong team player with proactive attitude.

Responsibilities

• Deal with customer contacts mainly by telephone with some face to face interactions.
• Manage telephone calls and emails from residents and for corporate building.
• Diagnose repairs required and book appointments.

Skills

Excellent communication skills

Job description

Job Introduction

Starting salary for this role is £29,542 (pro rata for part-time colleagues)

This role sits within a well defined pay band, offering clear progression as you grow your career at BCP. Without exception all new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward thinking workplace where you're supported to grow and you can truly #BeTheDifference at BCP.

Internal colleagues are also normally appointed at the bottom of the band, unless moving within the same profession and skill level, where the pay band is the same they can be appointed to the existing pay point.

Learn more in our 'More than just a job' brochure on our careers site.

BCP Council - Full time Customer Service Officer

Role Purpose

We have an exciting opportunity for a motivated person to join BCP Homes Tenancy Advice and Repairs Team as a Customer Services Officer in our housing offices at Poole Library Hub and Kinson Hub on a full time contract.

This role will be 37 hours per week and office based with initial training at the Kinson Hub for 4 - 6 weeks, then moving to hybrid working with a mixture of Poole Library Hub office and working from home.

Main Responsibilities

The team are responsible for dealing with all customer contacts mainly over the telephone with some face to face, therefore an ability to demonstrate excellent communication skills is essential. The role includes managing telephone calls and emails from our residents and for corporate building, diagnosing the repair required and booking appointments.

The Ideal Candidate

The candidate will be required to work under pressure and be able to use their own initiative to deal with a variety of challenging and difficult situations. We are looking for a strong team player who is proactive and effective at delivering the best customer service.

Please note, this role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK.

At BCP Council, inclusion is more than a promise - it's how we work.

We're committed to providing a fully inclusive recruitment process ensuring every candidate and colleague has the support and reasonable adjustments they need to thrive.

From the moment you apply, through the recruitment process and throughout your career with us, we'll be here to listen and provide the help and support you need.

It's why we're proud to be a Disability Confident Employer - and why you can trust that we'll always do our best to make your experience positive and accessible.

If you require any reasonable adjustments or support during the recruitment process, please let us know when you apply or contact us directly - we're here to help. For further information on the accessibility support we can offer please see here: Preparing for your interview | Working for BCP

About BCP Council

BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.

Our Benefits

A Place to Thrive - Join BCP Council

At BCP Council, we're not just building a workforce- we're transforming how we recognise and reward our people.

Check out our attractive enhanced benefits and find out more about the new Pay and Reward package at Employee benefits | Working for BCP link to careers page

Be the difference - Join an organisation that values you

More About us | Working for BCP