Customer Service Officer

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!

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 System Civica (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.

• 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.

• 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

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.

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.