Housing Centre, Fairway Trading Estate, Eastergate Road, Brighton (On-Site)
Permanent, Full time
No DBS check required
£37,993 - £39,934 total pay including 5.5hrs p/w contracted overtime
37 hours plus 5.5 hours contracted overtime
Job introduction
Would you like to lead and motivate a team in a busy Repairs Customer Services team, dealing with high volumes of complaints handling and escalations? Do you have the skills to develop and train staff to improve team performance? Do you have strong communication skills in particular formal letter writing skills?
If so, our role for a talented and motivated Customer Care Supervisor within the Housing Repairs Customer Services team may be of interest to you.
This is a full-time permanent role with 5.5 hours contracted overtime.
For an informal discussion, please contact Delia Smallwood - Project Manager on 07599 227827 or email delia.smallwood@brighton-hove.gov.uk
About the role
This is a busy role with the customer experience at its heart. You will be responsible for logging the incoming enquiries, claims and complaints and allocating cases between the team members. You will be carrying out in-depth investigations, liaising with repairs trades teams and relevant stakeholders providing high quality written responses to residents, leaseholders, councillors and Members of Parliament. You will be monitoring resolutions through to completion.
We are looking for a motivated individual with a can-do attitude to work in a team delivering high quality investigation responses within target times.
You will have a good standard of IT skills and the ability to work in a high-pressure environment involving tight deadlines. Our residents come from a variety of backgrounds, and some are vulnerable so you will need to be comfortable interacting with a wide range of people.
This is an ideal entry level role with training opportunities and the chance to work with a range of high profile stakeholders across the council.
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 and on-going development
- Paid annual leave
- Pension scheme
Please read our Apply for a job at the council 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 (CV guidance (brighton-hove.gov.uk) and (Shortlisting guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.
Additional information
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 £31,067 & £32,654.
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).