25th April, 2025
Job Title: Customer Service Officer
Type: 6 months FTC
Location: Whitehall, Bristol
Salary: £23,322.22 - £25,877.08 per annum (depending on experience)
Hours: 35 hours per week
BRC are working closely with a a Person-centred housing, care and support company. They believe that everyone deserves a place to call home and a community that truly cares. For over 80 years, they have been providing award-winning housing, care, and support for older people across the Southwest. As they grow, they’re on the lookout for a Customer Service Officer to work within their Housing Team, who has passion, drive, and heart to help them deliver exceptional service and make a real difference to their residents.
This role involves providing responsive and empathetic support to residents, colleagues, and contractors across multiple channels, while managing tenancy-related queries, repairs, complaints, and administrative duties to ensure smooth operations and compliance with housing policies.
Duties:
- Answering queries and offering efficient support to residents, colleagues, and external contractors, over the phone, via email, and in person.
- Managing the report of complaints and concerns with empathy, ensuring every resident feels listened to, valued, and cared for.
- Logging and scheduling new repair and maintenance requests for our residents.
- Using our Housing Management System Civica (Cx) to record all interactions and schedule repair requests
- Working behind the scenes to keep everything running smoothly, from accurate record-keeping, to coordinating with our internal teams.
- Provide key administration duties for and on behalf of the Housing and Property Teams.
- Provide advice and guidance to residents, leaseholders and other occupiers on matters relating to the tenancy, how to pay rent, welfare entitlements and tenants’ rights.
- Ensure residents are aware of their responsibilities and our expectations under the tenancy agreement.
- Ensure we comply with our obligations in line with the tenancy agreement and our policies.
- Issuing of rent statements, payments cards, Direct debit/Standing order mandates to enable residents to pay their rent and service charges on time every time, promoting a positive payment culture.
- Coordinating all residents enquiries, ensuring the enquiries are passed on to relevant individuals, teams or departments for a response in a timely manner.
Requirements: - A Passion for People: You love helping others and have a natural ability to connect with people from all walks of life.
- Top-Notch Communication Skills: You’re a great listener, clear communicator, and can keep your cool even in challenging situations.
- Problem-Solving Skills: No problem is too big or small – you thrive on finding solutions that make everyone happy.
- Customer Service Experience: If you’ve worked in customer service before, that’s a plus! Experience in housing is also a bonus, but we’re happy to train the right person.
- Tech Savviness: You’re comfortable using Microsoft Office and can quickly learn our internal systems.
- Ability to Organise and Prioritise: Ability to work under pressure and prioritise workload, manage competing priorities and have good organisational skills to meet performance targets/deadlines.
Benefits: - Equivalent to 22 days paid annual leave (excluding bank holidays), increasing to the equivalent of 25 after 5 years’ service (pro rata)
- Comprehensive and flexible induction provided and ongoing support
- Free Enhanced DBS Check
- 45p mileage allowance (per mile)
- Cycle to Work Scheme
- Pension Scheme - Death In Service Cover Included
- Company Sick Pay – Linked to length of service
- Medicash Employee Assistance Programme, which provides a range of free services
For more information, please call Emma Keir or Megan Smith on 02920 231000
To apply, please submit your CV outlining your relevant experience and qualifications.
We will be reviewing applications on an ongoing basis until the position is filled.
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