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<p><strong>Post title</strong></p><p><strong>Customer Service Adviser (First Line) - Fixed term contract until 31st March 2026</strong></p><p><strong>Post No</strong></p><p><strong>TBC<br></strong></p><p><br></p><p><strong>Salary</strong></p><p><strong>Starting from £28,598 to £31,022 p.a.</strong></p><p><strong>Scale / Band</strong></p><p><strong>Grade 4</strong></p><p><strong>Hours</strong></p><p><strong>37 hours per week - Monday to Friday 8:30am - 17:00pm</strong></p><p><strong>Place of work</strong></p><p><strong>Town Hall, Worthing<br>Primarily Contact Centre based, in the Town Hall. Could be </strong><strong>called into any of Adur and Worthing Council’s customer contact locations.</strong></p><p><br></p><p><strong>Closing date</strong></p><p><strong>20th November 2025 at 23:55pm</strong></p><p><strong>Interviews</strong></p><p><strong>TBC</strong></p><p><br></p><p>Join Our Dynamic Customer Contact Centre Team – A Challenging and Rewarding Career Opportunity</p><p>Are you ready for a fast-paced, rewarding role where every day brings new challenges? We’re looking for a dedicated and resilient individual who thrives in a high-energy environment and is passionate about delivering exceptional service.</p><p>At our Customer Contact Centre, you’ll be at the heart of helping our customers with their most pressing needs. While this role is certainly demanding, it’s also incredibly fulfilling and offers plenty of opportunities for growth, learning, and career advancement.</p><p><strong>What You’ll Be Doing:</strong></p><ul><li><p>Handling high volumes of customer interactions through phone, email, and face to face, ensuring each experience is positive, solution-focused, and empathetic.</p></li><li><p>Problem-solving - every day presents a new challenge, and you’ll be the expert our customers rely on.</p></li><li><p>Collaborating with an enthusiastic team that’s committed to helping each other succeed, creating an environment of continuous learning and improvement.</p></li><li><p>Being a trusted advisor - you’ll develop expertise in our services, processes and policies, allowing you to guide customers through complex issues.</p></li><li><p>Supporting customers in arrears - a key part of this role involves working with customers who are behind on payments. You’ll need to approach these situations with care and understanding, negotiating payment solutions in a way that works for both the customer and the Councils’. We believe in offering our customers support and guidance to help them get back on track.</p></li><li><p>Adapting to change in a constantly evolving role, where you’ll gain valuable skills that can propel you into more advanced positions within the Councils’.</p></li></ul><p><strong>What We’re Looking For:</strong></p><ul><li><p>Resilience and a can-do attitude - this is a high-pressure environment, Customers who contact us can be vulnerable, frustrated or distressed so the ability to stay calm, focused, and positive is key. Sophisticated communication skills are essential.</p></li><li><p>Excellent communication skills - clear, empathetic, and effective communication will help you build trust and resolve issues efficiently.</p></li><li><p>Problem-solving mindset - every customer interaction is different, and you’ll need to adapt quickly.</p></li><li><p>Team player mentality - collaborating with others and learning from each other will be essential to your success.</p></li><li><p>Experience in customer service or a similar fast-paced, customer-facing role is a plus, but we’re also open to training the right person who has the right attitude! We are looking for hardworking, adaptable advisers committed to ensuring excellent customer service, even when the council is unable to provide the resolution the customer desires.</p></li><li><p>Flexibility - the role is based within our Contact Centre in Worthing Town Hall, but you will be asked to provide assistance when needed at our face to face offices in Worthing and Shoreham.</p></li></ul><p><strong>Why This Role Is Worth It:</strong></p><ul><li><p>Develop your career - this role provides excellent opportunities for advancement. We love to promote from within, and we’ll support you with the training and resources you need to move up.</p></li><li><p>Dynamic environment - no two days are the same! You’ll face a variety of customer needs, keeping the work exciting and engaging.</p></li><li><p>Supportive team culture - you’ll be part of a close-knit team that encourages collaboration, offers support, and celebrates wins together.</p></li></ul><p><strong>The Demands:</strong></p><p>This is not your typical customer service role. The pace is fast, and the expectations are high. You’ll need to stay focused, multi-task effectively, and manage customer issues with empathy and professionalism. But the rewards are immense - both in terms of the impact you make on customers and the skills you develop along the way.</p><p><em>The successful candidate will be subject to a Basic DBS clearance and three years employment referencing.</em> </p><p><strong>At Adur &amp; Worthing, we are committed to supporting care leavers, in accordance with the Children (Leaving Care) Act 2000 and the Children and Social Work Act 2017. To that end, we operate a guaranteed interview scheme for anyone meeting the essential criteria of the role they are applying for. In order to be considered for this, you will need to be a care leaver under the age of 25 at the time of application. Please confirm that you are a care leaver in the "Showing how you meet the person specification and job description" section of the application form.</strong></p><p><strong>As a Disability Confident employer, we will ensure that a fair and proportionate number of applicants declaring a disability, that meet the essential criteria for this position, will be offered an interview. </strong></p><p><em>Staff are our most important asset and we therefore have a benefit package which reflects our continuing commitment to our employees. This includes:</em></p><ul><li><p>Generous leave entitlement; a minimum of 26 days + Bank Holiday entitlement</p></li><li><p>Local Government Pension</p></li><li><p>Training &amp; development</p></li><li><p>Occupational Health</p></li><li><p>Employee Assistance Programme (EAP)</p></li><li><p>Employee resource groups/networks </p></li><li><p>Buddy Support Programme </p></li><li><p>Flexible working options</p></li></ul><p>We are committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no-one is harassed, bullied or victimised. We offer a range of family friendly, inclusive employment policies, staff engagement forums and are keen to hear from applicants from a variety of different backgrounds.</p>





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Adur & Worthing Councils

Customer Service Adviser (First Line)

<h4>About the role</h4><h4>Role Summary</h4><p>To liaise with operational Managers, Supervisors and operatives to ensure compliance with contractual service standards. To efficiently appoint work, supporting operatives to achieve productivity targets. To deliver an effective maintenance service which results in customer satisfaction in line with contractual KPIs/Measures.</p><h4>Salary:</h4><p>£27,000 to £29,000</p><h4>Hours of Work:</h4><p>40</p><h4>Contract:</h4><p>Permanent</p><h4>Probation Period:</h4><p>6 months</p><h4>Notice Period:</h4><p>1 month</p><h4>Who are we?</h4><p>TCH Repairs is our in-house Direct Labour Organisation (DLO), working alongside Town &amp; Country Housing to deliver responsive, high-quality maintenance and repair services to our residents. Their skilled team ensures our homes are safe, well-maintained, and meet the standards our customers deserve. By keeping repairs in-house, we’re able to provide a more personal, efficient, and accountable service.</p><p>We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years, we’ve invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area, all working together to build thriving communities and deliver excellent customer service.</p><h4>Meet your Manager</h4><p>I have worked in social housing for 11 years in the repairs department. I started my journey working in the call center, I then moved into planning and progressed into a senior manager. As the senior planner I am responsible for a team of planners who are the pivotal point for the repairs contract. In my spare time I like gardening, reading, and spending time with my family.</p><p>Emily Johnson, Senior Planner</p><h4>What will you be doing?</h4><h4>Role Specific Responsibilities</h4><p>• Assist in the effective delivery of the service operation by optimising the use of, principally, direct labour and<br>specialist subcontractor resources available and develop and implement robust and effective procedures to<br>achieve contract requirements.<br>• Be responsible for works scheduling/planning, ensuring the correct trades are allocated, that they are provided<br>appropriate appointment slots for the type of work and that the appointments are managed geographically to<br>be travel efficient. Promote and maximize 1st time fix<br>• To ensure all works orders received are scheduled immediately upon receipt via the mailboxes, portal and<br>interactive planner and thereafter completed within target timescales leading to delivery of contractual key<br>performance indicators.<br>• Monitor systems to ensure appointments made are kept by the workforce, all system administration including<br>completions, rejected appointments and contractor information and report appointment failings immediately<br>to the manager.<br>• Monitor all workflows and identify follow on works to ensure that they exceed no more than 5% of overall WIP<br>target. Ensure all works are scheduled in a timely manner with the appropriate resource allocated. Report any<br>trends to manager for system review.<br>• Production, monitoring and communication of WIP to include routine and voids works versus target<br>• A clear commitment to a customer-centred service and continuous improvement.<br>• Work with Supervisors and Managers to provide feedback relating to operative conduct, absence,<br>performance including PDA usage formed from daily checks<br>• Coordinate appointments where multiple trades or subcontractors are required to attend<br>• To work in conjunction with the allocated Supervisor review diaries, ensuring that works are ready to<br>commence pending materials, tests and overall timescales to optimise service delivery and productivity<br>• To fully assist and co-operate colleagues in the progress and investigation of complaints, effectively deal and<br>respond. to queries and complaints from tenants, staff, and residents relating to services and service delivery<br>• Liaise with the client to ensure all relevant databases are up to date.<br>• Assist with the collation of supplies and material information from our approved suppliers and record cost<br>data appropriately.<br>• Ensure consistent and pro-active approach to role at all times, carrying out other duties as may be required<br>from time to time in order to maintain an efficient operation of all aspects relating to the needs of the team<br>TCH Repairs (additional training will be provided as required)</p><h4>General</h4><h4>About You</h4><h4>Education &amp; Qualifications</h4><h4>Key Skills &amp; Competencies</h4><p>• Previous Planning/Scheduling experience - Essential<br>• Confident using Microsoft excel, word and outlook - Essential<br>• Ability to communicate effectively both verbally and in writing - Essential<br>• Be able to work as a team and independently - Essential<br>• Previous experience in social housing repairs and maintenance - Desirable</p><h4>Behaviours</h4><h4>Why Choose Us</h4><ul><li>25 days, increasing to 28 days at 5-years of service and 30 days at 10-years service</li><li>Pay review every year.</li><li>Up to £3,000 colleague referral fee.</li><li>Contributory pension scheme with 4% to 10% matched contributions.</li><li>Life Insurance.</li><li>24/7 Digital GP service and counselling helpline (including face to face sessions)</li><li>Free eye test voucher annually and contribution towards glasses.</li><li>Free annual flu jab.</li><li>Two volunteer days per year.</li><li>Extensive annual staff wellbeing programme of events.</li><li>Career development and vocational training opportunities.</li><li>Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)</li><li>Annual flu vaccinations</li><li>Access to an extensive range of corporate discounts on shopping travel, &amp; days out.</li><li>Social events, including rounders, festive Fridays and lunch time walking</li><li>Travel loan</li><li>Long service awards</li></ul><h4>Our Values</h4><p>Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.</p><p>Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.</p><p>We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:</p><h4>Equal Opportunities Statement</h4><p>TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.</p><p>We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.</p><p>We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.</p><h4>Apply</h4><h4>Internal Applications</h4><p>Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to <a href="mailto:recruitment@tch.org.uk" target="_blank">recruitment@tch.org.uk</a>.</p><p>For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.</p><p>Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.</p><p>If you have any questions, or require further clarification, please speak to HR.</p><h4>External Applications</h4><p>Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.</p><p>Please note: As an employer, Town &amp; Country Housing does not provide sponsorship as a licensed UK employer.</p><h4>Key dates</h4><h4>Applications Close:</h4><p>Friday, 14 November 2025</p><h4>Interview Date:</h4><a href="https://prteam.typeform.com/to/opW2uuH7" target="_blank">Apply now</a>





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2 Customer Service Jobs in Lewes, UK