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Job Title: Customer Service Advisor (Repairs & Enquiries) - Maternity Cover
Location: Bristol BS4 Hybrid (Based on business needs)
Salary: 13.93 PAYE (weekly pay)
Contract: One-year maternity cover with potential for extension or permanent role
Hours: Full-time, rota-based covering 8:00 AM - 6:00 PM
We are currently seeking a dedicated Customer Service Advisor to join our team for a one-year maternity cover position, with the potential for extension or a permanent opportunity.
The Role:
As a Customer Service Advisor, you will be responsible for handling customer and stakeholder enquiries related to housing repairs. You will ensure repair requests are raised, prioritised, and resolved in a timely manner. You will work closely with contractors and other teams to ensure the "right first time" completion of repairs and provide ongoing support to ensure high standards are met.
This role operates on a rota basis to ensure coverage between 8:00 AM and 6:00 PM. The position offers a hybrid working arrangement, with work-from-home options set by your line manager to ensure full training and business requirements are met.
Key Responsibilities:
- Respond to customer and stakeholder enquiries, ensuring compliance with council policies and procedures.
- Accurately raise repair requests, prioritise them according to urgency, and ensure they are scheduled effectively.
- Monitor the progress of repairs, liaising with operatives, surveyors, contractors, and customers to ensure timely completion.
- Use mobile devices and council systems to track and report on job completions, providing feedback to trade managers and supervisors.
- Make outbound contact with customers to schedule appointments and follow up on repairs enquiries.
- Provide guidance and information to customers, contractors, and colleagues on repair issues.
- Support the day-to-day operations of the customer service team, including administration tasks and assisting with project work when required.
- Ensure excellent service is delivered consistently, aligned with Bristol City Council's core values and performance indicators.
What We're Looking For:
- Proven experience in a call centre or customer service environment, ideally within housing or repairs services.
- Strong communication skills with the ability to adapt to different customer needs.
- Ability to remain calm and professional under pressure while handling multiple enquiries.
- Previous experience using mobile devices and systems to monitor and track repairs.
- A proactive and solution-oriented approach to customer service.
- An interest in taking on a longer-term role, as the council is undergoing service changes that may create new opportunities.
What We Offer:
- Competitive salary and benefits package.
- Hybrid working arrangement (work-from-home days advised by your line manager).
- Opportunities for development and career progression within Bristol City Council.
- Initial one-year maternity cover with the possibility of extension or a permanent role.
