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<h2>Job introduction</h2>
Fixed Term for 12 months
Are you passionate about providing excellent customer service? If so, why not join our team providing the first point of contact for residents reporting repairs and requesting updates on their existing repairs?&nbsp;
If you’re a looking for an opportunity to use your skills and to work in an environment where no two days are the same, we would like to hear from you.
For an informal discussion, please contact Repairs Helpdesk Supervisors on helpdesksupervisors<a href="mailto:delia.smallwood@brighton-hove.gov.uk" target="_blank">@brighton-hove.gov.uk</a>&nbsp;
<h2>About the role</h2>What will I be doing?<ul>
<li>You’ll answer inbound calls and emails from our residents who require repairs to their council properties.</li>
<li>Responsible for providing accurate information, advice and assistance to our residents.</li>
<li>Using our in house IT systems, issuing jobs accurately and assigning these to the relevant trade team</li>
<li>Liaising directly with other teams within the council, both verbally and in writing.</li>
<li>Conducting customer surveys via outbound calls</li>
<li>Providing excellent customer service</li>
</ul>What we are looking for<ul>
<li>Strong communication and empathy skills</li>
<li>A good standard of IT skills</li>
<li>A high level of attention to detail</li>
<li>A genuine passion for helping others</li>
<li>Ability to work as part of a team but also able to work under your own initiative</li>
<li>Ability to work under pressure</li>
<li>Someone who is comfortable interacting with a wide range of people from a variety of backgrounds and some who may be vulnerable</li>
</ul>In return for your skills and hard work, we offer:<ul>
<li>A standard&nbsp;working week of 37 hours per week plus 5.5 hours of contracted overtime (Monday – Friday 08.00 – 17.00).</li>
<li>A full induction with on-going development</li>
<li>Paid annual leave</li>
<li>Pension scheme</li>
</ul>Please read our <a href="https://www.brighton-hove.gov.uk/jobs/open-vacancies-and-how-apply-brighton-hove-city-council/supporting-your-job-application/how-apply-job-council" target="_blank">Apply for a job at the council</a> pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as it will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (<a href="https://www.brighton-hove.gov.uk/jobs/open-vacancies-and-how-apply-brighton-hove-city-council/supporting-your-job-application/cv-guidance" target="_blank">CV guidance (brighton-hove.gov.uk)</a> and (<a href="https://www.brighton-hove.gov.uk/jobs/open-vacancies-and-how-apply-brighton-hove-city-council/supporting-your-job-application/shortlisting-questions-guidance" target="_blank">Shortlisting guidance (brighton-hove.gov.uk)</a> as this gives important advice which will increase your chance of success in the shortlis<h2>Additional information</h2>
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 in excess of the council’s basic 37 hour week. Your starting salary will be pro rata based on the basic annual salary elements of pay between £28,142 &amp; £28,598.
For more information about our values and the benefits of working at the council, visit <a href="https://www.brighton-hove.gov.uk/jobs/why-work-us" target="_blank">Why work for us&nbsp;</a>
<h2>Company information</h2>Encouraging a diverse workforceOur 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 &amp; 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 <a href="https://www.brighton-hove.gov.uk/fair-and-inclusive" target="_blank">fair and inclusive</a> actions, our <a href="https://www.brighton-hove.gov.uk/becoming-anti-racist-city" target="_blank">anti-racism strategy</a> and the work we are doing to <a href="https://www.brighton-hove.gov.uk/jobs/why-work-us/how-we-create-fair-and-inclusive-workplace" target="_blank">encourage a diverse workforce (brighton-hove.gov.uk).</a>

Brighton & Hove City Council

Housing Repairs Helpdesk Customer Service Advisor

<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0076/3497/CCT_Full_employment_pack_2025.pdf" target="_blank">CCT_Full_employment_pack_2025</a></li>
</ul>

Please apply online via the link provided.
Please note, we do not accept CVs submitted without a fully completed online application form.



Job Title: Customer Contact Adviser Location of work: Town Hall (On Site) with some Hybrid working by arrangement with the Customer Contact Manager Salary: &nbsp;£26,346 - £27,501 Basis: Full Time Permanent Contract – Monday 8.45am-17.00pm – Friday 8.45am-16.45pm
 About the Role We have an exciting opportunity for a motivated Customer Contact Adviser to join our supportive, fun &amp; friendly Customer Contact Team.
 Our key responsibility is to deliver a high-quality contact service to residents, other Council customers and internal clients across the range of channels available and to provide a source of quality information.
 Demonstrating that you are an innovative, supportive, positive, and a flexible person, you will be able to contribute towards our 5-year plan.
 With full training provided, this is an excellent opportunity for you to progress your career in Customer Service.
 What will you do? • &nbsp; &nbsp;To act as the initial point of contact for enquiries covering a wide range of Council services, through all contact channels (telephone, face to face, email, social media and web). • &nbsp; &nbsp; Resolving enquiries and providing guidance to customers across all contact channels. • &nbsp; &nbsp; Deliver information in a succinct and confident manner.&nbsp; • &nbsp; &nbsp;Understanding the customers' needs, escalating where appropriate and undertaking any follow up administrative work or system input tasks. • &nbsp; &nbsp;Confidently handling administrative tasks such as updating our website content, answering email/social media enquiries
 What will you need? • &nbsp; &nbsp;Proven experience in listening, extracting and assessing important information • &nbsp; &nbsp;Customer Service experience ideally in a call centre environment • &nbsp; &nbsp;Great verbal &amp; written communication skills • &nbsp; &nbsp;Ability to answer a high volume of calls and process information • &nbsp; &nbsp;Ability to work well under pressure and multitask • &nbsp; &nbsp;A desire to improve your skills, knowledge and experience • &nbsp; &nbsp;Microsoft and Excel office skills
 Staff Benefits In exchange for your expertise, experience, and enthusiasm, we will offer you: • &nbsp; &nbsp;Support in continuing your personal development • &nbsp; &nbsp;Competitive contributions of 15% towards the LGPS pension scheme. • &nbsp; &nbsp;Access to a range of discounts including local and high street stores. • &nbsp; &nbsp;Salary sacrifice schemes including a cycle lease scheme, and ‘Better’ leisure centre membership. • &nbsp; &nbsp;A generous annual leave entitlement.
 Additional Information For an informal discussion about the role, please email Lisa Apostolakis, Customer Contact Manager at <a href="mailto:Lisa.apostolakis@reigate-banstead.gov.uk" target="_blank">Lisa.apostolakis@reigate-banstead.gov.uk</a>.&nbsp;
 We are proud to support the guaranteed interview schemes for those meeting the essential criteria for the role, under the Disability Confident employer scheme for disabled candidates, and the ‘Veteran’s scheme’ for ex-armed forces candidates.
 Closing date: 30 September 2025 at 23:59&nbsp; Interviews: w/c 06 October 2025&nbsp;
 Values and Behaviours Our great working environment and the values and behaviours of every individual and team in the Council, help to evolve the culture of our organisation to become more commercial, innovative, and embracing of change. Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.
 We reserve the right to close this advert early should we receive a sufficient number of applications.

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