The role - Ref: 26/088
Customer Service Advisor
Scale 2/3: (£24,796 – £25,989 pro-rata, per annum)
Permanent
18.5 hours per week (Monday, Tuesday and Wednesday AM)
At BCH we are committed to supporting residents to live safely and independently in their own homes. Our Repairs and Operations Service plays a key role in delivering high-quality, responsive services to residents across Blackpool and we are now looking to recruit a Customer Service Advisor to join our team.
About the Role
As a Customer Service Advisor, you will be the first point of contact for all enquiries received via telephone, email and other communication channels from members of the public, BCH tenants, and Health and Social Care professionals. You will provide advice and guidance on a wide range of enquiries relating to repairs, disrepair and adaptation works across all property tenures, supporting some of Blackpool's most vulnerable residents.
You will be responsible for delivering an excellent standard of customer service, adopting a proactive and positive approach to ensure enquiries are resolved right first time wherever possible. This includes taking full ownership of customer contacts, making every effort to prevent complaints, and providing timely and accurate feedback to customers throughout the process.
The role requires you to manage enquiries in a fair, sensitive and confidential manner, demonstrating strong listening skills, professionalism and empathy at all times.
Working within a small team of Advisors as part of the wider Repairs Team, you will also provide day-to-day administrative support across the Operations Services and Customer Service teams. This will include accurately recording repair requests and detailed descriptions on the Housing Management System, logging and responding to customer complaints, and resolving Stage 1 complaints in accordance with BCH policies and procedures.
You will be expected to prioritise your own workload effectively, demonstrate strong organisational and time management skills, and work collaboratively to support colleagues and maintain service standards. Competence in the use of IT systems, including Microsoft applications, is essential.
This role offers the opportunity to contribute directly to the delivery of vital housing services and to make a meaningful difference to customers by ensuring their enquiries are handled efficiently, professionally and with care.
The Ideal Candidate Must Possess:
* Experience of working in a customer service environment (call centre experience is desirable)
* Excellent communication and listening skills
* The ability to take ownership of enquiries and resolve issues effectively
* Strong organisational and time management skills
* A professional, empathetic and confidential approach when dealing with customers
* Competency in the use of IT systems, including Microsoft applications
* A minimum of 3 GCSEs (or equivalent), including Maths and English at grade 4/C or above
* A flexible approach to working arrangements to meet service demands
BCH is a great place to work
Every member of staff comes to work here with one vision in mind, "Inspiring People to Build Sustainable Communities" and our values help guide the way we all work towards this.
Our 5 core values that reflect the PRIDE that our workforce displays on a daily basis, also guide our conduct and our relationship with customers, partners and stakeholders:
· Positivity
· Respect and Compassion
· Integrity
· Dynamism
· Energy
We can offer you a friendly and inclusive working environment where you can develop yourself and really can make a difference to people's lives across Blackpool.
What we Provide
· Competitive rates of pay
· 26 days paid annual leave per annum, in addition to 8 bank holidays
· Attractive and flexible membership of the Local Government Pension Scheme, with excellent employer contributions
· An in-house wellbeing program of wellbeing, social and charitable initiatives with BCH colleagues
· Vivup - the employee benefits scheme for discounts on various high street retailers and cycle to work
· Option to join BHSF - a voluntary salary sacrifice Health Cash Plan Scheme for help with medical costs such as physiotherapy, optical, osteopathy etc.
· Option to join the Blackpool, Fylde and Wyre Credit Union for preferential rates on financial services
· 24/7 Employee Assistance Programme and access to counselling services
· Enhanced maternity, paternity and adoption pay schemes
· A wide variety of training and learning and development opportunities
· Staff Suggestion Scheme
· Free annual flu vaccinations and Occupational Health Support
How to apply
This is a great time to join an ambitious, thriving and expanding organisation. If you like what you've read and think you've got what it takes to join our team then take action – apply now
To apply, please visit our website to complete an online application, where a full job outline and person specification are available.
Please ensure your application clearly demonstrates your suitability for this position.
Closing date for applications: Sunday, 8th March 2026 at 12 Midnight*
Interview date: Tuesday 17th March 2026
*BCH reserves the right to close this vacancy before the specified closing date if sufficient suitable applications are received to progress to interview. Therefore, applicants are advised to apply as early as possible.
Job Type: Part-time
Pay: £24,796.00-£25,989.00 per year
Benefits:
* Cycle to work scheme
* Flexitime
Education:
* GCSE or equivalent (preferred)
Experience:
* Administrative: 1 year (required)
Work Location: In person
Application deadline: 08/03/2026