We have a fantastic opportunity for a Customer Contact Advisor at Bury Council. This is a full-time temporary role for the next 6 months, with the possibility of extension.

What is the role?

Bury Council are looking for a Customer Contact Advisor to provide a comprehensive, efficient, effective, responsive enquiry and advice service to customers. Work collaboratively to ensure that all customer contacts are handled in an appropriate way and demonstrate excellent customer service, acting as an advocate for the customer. To assist Repairs & Maintenance Team with work planning, liaising with Co-ordinators, Contractors, and Tradesman.

What are your responsibilities?

• Use own initiative to resolve customer enquiries either in person, by telephone, electronic means, SMS or by letter with the aim of satisfying enquiries within a single contact. Deal with customers in a polite, friendly, and efficient manner being sensitive to the needs of different customer groups ensuring rapid and appropriate responses for customers who may be distressed, irate or aggressive and including those with vulnerabilities.
• Amend, retrieve information from and update a number of different IT systems, including a telephony system, in-house housing management and repairs systems, Microsoft Office products, and databases.
• To provide a comprehensive high quality professional repair ordering service and manage follow up queries.
• To contribute to maximising rent collection and reducing former tenant arrears by managing individual rent accounts to an agreed level of debt, negotiating rent agreements, processing payments, direct debits, and refunds.
• Identify and make decisions as to whether a situation has a requirement for immediate action (i.e. referral to mental health team, safeguarding children & adults, domestic violence, race hate crime, and police).
• Advise on and undertake the process relating to ending a tenancy, dealing directly with tenants and next of kin, potentially in sensitive situations.
• Perform administration duties including mortgage and landlord references, franking, and sorting post, managing keys, and processing complaints together with any other general office admin.
• Provide a welcoming reception service for all visitors, being aware of security, ensuring displays are current and relevant. Managing drop-in surgeries, appointments, and room bookings. 
• Plan appointments using the repairs system to ensure that repairs are delivered within agreed priorities and timescales and the productivity of the operatives is maximised.   Liaise with Contract Coordinators and other relevant departments as and when required.
• Progressing repairs work, including assisting with the identification of problems that need further action and referring these to the Customer Contact or Contract Coordinators for resolution.

What skills do you Need?

• Must have previous experience as a Customer Contact Advisor / Customer Service Advisor
• Excellent people skills, as you will be speaking to the public, and other members of staff.
• Strong IT Skills, as you will be using Microsoft office packages including word and excel, as well as internal council systems as well.
• Excellent telephone manner
• Any previous housing knowledge would be desirable.
• 2 - 4 week training period
• Hybrid working

Next Steps:

To receive a full job description please apply below or email your CV to