Customer Support Officer - Adaptations

Job introduction

This is a permanent contract within the Housing Adaptations Service, a team carrying out a high volume of home adaptations.

For an informal discussion, please email Aneirin Sprake-Harris, Operations Manager - Housing Adaptations (Aneirin.Sprake-Harris@brighton-hove.gov.uk) to arrange a conversation.

About the role

This is an opportunity to join the Housing Adaptations Service, an integrated team of Occupational Therapists (OT) and technical officers providing housing adaptations for disabled residents across the city. This role will allow you to be part of a team making a real difference to the lives of our service users, promoting personal independence and safety in their daily lives. In this role you will be:

Dealing sensitively with customers (some who are vulnerable adults) and their families or carers, dealing appropriately with customer complaints and gathering customer feedback whilst ensuring that these are recorded appropriately and passed onto managers for action.

Processing new referrals and enquiries and maintaining accurate client and organisational data using the relevant data entry electronic storage systems.

Providing a limited casework service including advice, information, and support to service users and provide clear responses to customers.

Dealing with payments, ensuring that correct payment has been received or made for services HMO licensing. Use the financial system to input and monitor payments. Monitor budgets and liaise with payments team when necessary to resolve queries.

We can offer flexible working, with an office location in Hove and options for hybrid working. Training and development opportunities are available and encouraged.

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 Application Form and a supporting statement. Your supporting statement is 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 (Application Form guidance (brighton-hove.gov.uk) and (Supporting statement 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 less than 37 hours or term-time only.

For more information about our values and the benefits of working at the council, visit Why work for us

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).