Do you have a passion for working with people?
Do you have a keen interest in Customer Care?
Do you enjoy solving problems?
Are you inspired by working with a variety of different people from diverse backgrounds?
Working as a member of the team within the Repairs Helpdesk you will support a high standard customer service activities for Council tenants in Housing properties, delivering best in class customer service and satisfying all safety, quality and cost control standards.
Fixed Term of 12 months
Interviews to be held week commencing 10th August 2026
There is full information about the role below and attached but, if you would like an informal discussion, please contact Sammey Knight or Annabel Wainwright at
[email protected] with your contact details and they will call you back.
About the role
You will be providing high quality information, advice and assistance to customers who make contact with the Repairs Helpdesk regarding all property repairs and/or non-repair queries. Enquiries will be received by telephone, face to face, email, letter or via social media.
The successful candidate will be working in a high paced environment within a team of colleagues. Some of the key tasks they will undertake will be:-
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Ensuring the customer experience is central to all activities by maintaining a professional manner when communicating with service users, colleagues and other internal/external stakeholders.
- Providing a can-do attitude to both internal and external customers, investigating and resolving a range of issues in a professional, polite and timely manner.
- Adapting your communication style and methods to meet the needs of the customer.
- Ensuring the correct diagnosis of repairs needed via the operating system.
- Contributing to continuous improvement activities and maintaining customer feedback, management and performance information to help with assessment of how well the service is performing.
- Acting in accordance with GDPR legislation and maintaining confidentiality.
You will need:
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Experience of working to tight deadlines in a busy office environment
- Experience of multi-tasking in a high volume, rapidly changing environment
- Strong communication skiils
- Strong IT skills
- Ability to work independently, good time management, planning & organisational skills.
- Strong customer service skills
- The ability to demonstrate a strong commitment to equalities principles and have a good understanding of the council’s equal opportunity policy
- Knowledge of social housing
- Analytical skills
In return you will be part of a passionate team of people committed to providing the best possible outcomes for our customers.
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).
Why work for us?
As a council, we want to:
- be connected
- be confident
- be innovative and creative
- be diverse and inclusive
- be healthy and psychologically safe
For more information about our values and the benefits of working at the council, visit Why work for us which gives details of our wellbeing support, our benefits including leave and pensions as well as details of our training and development.
How to apply
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 provide your education and career history and answer some application/shortlisting questions. Your answers to the application/shortlisting questions are the most important part of your application as they 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 Shortlisting questions guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.
AI advice for candidates
We are interested in hearing about your experience and skills in your own words. While we value people who know how to use AI, we ask that you minimise using it in your application.
We are keen to hear how your experience and skills align to our values and the skills and experience needed to perform well in our roles with clear real examples from you. To support you in this, we have guidance on using the STAR model which can help you ensure you are telling us your whole story. We also provide clarity on the skills we are looking for in our adverts and in the job description/person specification attached to each job advert.
All the applications we receive are read by at least two hiring managers and we do not use AI in this process. Our experience of reading applications is that those that have heavily used AI contain generic paragraphs that are strikingly similar to other applicants’ responses. This makes it extremely difficult to differentiate between applications, and doesn't give us enough evidence of your individual skills. There is a risk that we will therefore not be able to shortlist you. Instead, we recommend you ensure your application stands out by presenting clear examples of your actual skills and experiences in your own words.
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 £28,142 & 28,598.
Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.
We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining. Your contractual location will be the designated council office for your team and travel to and from your contractual location would be at your own expense.
