Customer Service Officer

Holiday Trading Scheme

Health Cash Plan

Free Blue Light Card

Salary £23,395.22 - £25,877.08 per annum (depending on experience)

Location Whitehall, Bristol

Hours 35 hours per week, Monday - Friday

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in 15 days at 23:59 GMT.

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 (over 50) across the Southwest. 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 SystemCivica (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.
• Proactively spend time in the community, meeting residents in their home and at the schemes by attending tenants’ Quarterly Site meetings and ensure all actions are managed appropriately

What You Bring to the Table:

We’re looking for someone with:

• 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
• Medicash Employee Assistance Programme, which provides a range of free services

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.

Closing Date: 15th March 2026

Join Brunelcare and be part of a team that’s transforming lives, one home at a time!

Brunelcare is committed to equity, equality, diversity and inclusion, and this is embedded in our strategy and supported through our policies and processes. We welcome the opportunity to make reasonable adjustments where this would support you to make an application.

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.

About Brunelcare

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.

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Published

2 days ago

Closing

in 15 days

{Expiry}