Customer Service Officer - #1703770

The Vacancy

At Brunelcare, we believe that everyone deserves a place to call home and a
community that truly cares. For over 80 years, we've been providing award-winning housing, care, and support for older people across the South West. Our
mission is simple: to enrich lives and build communities where residents feel
empowered, supported, and heard.

As we grow, we’re on the lookout for a Customer Service Officer to work within
our Housing Team, who has passion, drive, and heart to help us deliver
exceptional service and make a real difference to our residents.

Do you enjoy the challenges of working in a busy, diverse environment, working
with a variety of people? Do you enjoy providing outstanding customer service?
If so, we want to hear from you! Apply to join Brunelcare today and be #partofsomethingmore!

What You’ll Be Doing
In this fast-paced and rewarding role, no two days are the same! You’ll be at the
heart of our housing team, acting as the friendly face and voice of Brunelcare.
Your role will include:

• 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.

What You'll Bring to the Table

• 
  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. 

Job 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

How to Apply
Ready to start a fulfilling career with Brunelcare? We’d love to hear from you!
Please complete the application if you would like to apply. Please note that we
do not accept applications from agencies.

Benefits

Established in 1941, Brunelcare is an award-winning Bristol based charity providing high-quality housing, care, and support for older people in the South West.

Today, across Bristol, South Gloucestershire, and Somerset, Brunelcare works to support people to remain as independent as possible, for as long as possible.

The extensive range of our services means that people can stay with us however their needs may change.

We are also widely recognised for our expertise and excellence in caring for people living with dementia, and for supporting their families.

As a charity, we do not pay dividends to shareholders, and any profit we make is reinvested back into the services we provide.

Brunelcare is an award-winning Bristol-based charity providing high-quality housing, care, and support for older people in the South West whilst also recognised for our expertise and excellence in caring for people with dementia. We are at the forefront of developing ways for people to stay as independent as possible whilst creating great communities to live, work, and thrive.

Documents

Reasons to work for Brunelcare - DownloadCustomer Service Officer JD - Download