_{09th September, 2025}

Job Title:            Customer Service Officer
Type:                    3-6 Months Contract
Location:           Bristol
Salary:                £14.38 - £16.12 an hour
Hours:                 Full Time
 
BRC are working closely with a housing association based in Bristol. The purpose of this role is to be the first point of contact for incoming customer queries and to provide an end-to-end customer service, ensuring that everyone is satisfied with the outcome to their enquiry.
 
Duties:

• Deliver a professional, positive and customer focused experience whilst providing great customer service in line with our values and strategic objectives.
• Provide our customers with a one-stop service that is able to advise and give informed guidance on a variety of services, in particular repairs and including housing management, tenancy management, estate management, rent (including service charges, sundry debts and Former Tenant arrears) enquiries and other housing related matters via a variety of communication channels including telephone, email, by post, social media, web based channels and in person.
• Identify, accurately diagnose, and initiate customer repair requests, issuing the appropriate repair instruction, costing, and priority in line with the company's repair obligations and policy, also monitoring that the Out of Hours service operates effectively.
• Pro-actively seek solutions to customer enquiries by communicating with colleagues and contractors to resolve queries, promoting, and sharing knowledge and good practice with colleagues.
• Remain calm and diffuse difficult situations whilst dealing with a wide range of enquiries, sometimes from upset customers and/ or vulnerable customers or other members of the public.
• Identify and escalate concerns or safeguarding issues to the Customer Service Manager.
• Handle personal and sensitive information in a professional, confidential manner and in accordance with the Data Protection Act.
• Accurately input data, update records, create reports and administer requests for specialist works as and when required.
• To work towards team and individual performance measures including call quality assessments, telephone surveys and other service specific targets.

 
Requirements:

• Educated to GCSE standard or equivalent.
• Experience of working in a team.
• Knowledge and experience of working in a customer focused environment.
• Customer contact service experience and ability to communicate effectively with both internal and external customers.
• Experience of dealing with customers in stressful situations.
• Experience of utilising data systems, processing data and updating records in written and numerical format.
• Knowledge and experience with providing administrative services to a high standard.
• Understanding of GDPR.
• Great customer service skills.
• Ability to communicate clearly and accurately with a wide range of internal and external customers.
• Excellent administrative skills and professional and positive telephone manner.
• Technical problem solving and skilled in assessing technical information and devising and implementing appropriate solutions.
• Ability to remain calm and find appropriate resolutions when handling conflict.
• Ability to understand and communicate financial information, i.e. rent account information and invoicing.
• Ability to put the customers' needs at the centre of service provision and a commitment to problem solving and customer care.
• Able to use Microsoft Office packages including Excel, Word, PowerPoint and Teams.
• Ability to prioritise work, multi-task in a reactive environment and work to tight deadlines.

 
For more information, please call Meg Smith or Emma Keir 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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