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Repairs Helpdesk Customer Service Advisor

Job introduction

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?

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.

Two positions available;

37 hours per week plus 5.5 hours of contracted overtime

17 hours, 12 months fixed term (Pro rata salary between £24,054 & £24,496)

For an informal discussion, please contact Nic Brown, Repairs Helpdesk Supervisor on [email protected] or call on 07592 591378

About the role

What will I be doing?

• You’ll answer inbound calls and emails from our residents who require repairs to their council properties.
• Responsible for providing accurate information, advice and assistance to our residents.
• Using our in house IT systems, issuing jobs accurately and assigning these to the relevant trade team
• Liaising directly with other teams within the council, both verbally and in writing.
• Conducting customer surveys via outbound calls
• Providing excellent customer service

What we are looking for

• Strong communication and empathy skills
• A good standard of IT skills
• A high level of attention to detail
• A genuine passion for helping others
• Ability to work as part of a team but also able to work under your own initiative
• Ability to work under pressure
• Someone who is comfortable interacting with a wide range of people from a variety of backgrounds and some who may be vulnerable

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 (Monday – Friday 08.00 – 17.00).
• A full induction with on-going development
• Paid annual leave
• Pension scheme

Please read our Apply for a job at the council (brighton-hove.gov.uk) 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 they 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 (CV guidance (brighton-hove.gov.uk) and Shortlisting questions guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

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 £24,054 & £24,496.

Work Permits: This role does not meet the requirement for UK Visas and Immigration (UKVI) Points-based Immigration System. Successful candidates will need to evidence that they have the Right to Work in the UK.

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.

Working arrangements are subject to Government guidance at the time. 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.

For more information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)

Company information

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).