Case Services Officer (Level 2)

Canterbury City Council; Canterbury; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local authority in Canterbury is seeking a Case Services Officer Level 2 to provide exceptional customer service in Housing and Homelessness. This role involves assisting applicants with their inquiries, processing documents, and ensuring customers receive the support they need. Ideal candidates will demonstrate compassion and resilience, as well as possess strong communication skills. The position offers career development and a supportive team environment, along with generous benefits including a local government pension and flexible working arrangements.

Benefits

Generous annual leave

Local government pension scheme

Flexible working arrangements

Training and development opportunities

Qualifications

• Desire to start a career in customer service administration related to housing.
• Ability to deal with competing priorities and work in a fast-paced environment.
• Professional curiosity to navigate the legislative process.

Responsibilities

• Complete initial assessments with applicants over the phone or in person.
• Process documentation received for Housing.
• Provide customers with IT access assistance for online forms.
• Make referrals for additional help and support.
• Draft written replies to customer inquiries.

Skills

Excellent communication skills

Compassion and empathy

Problem-solving ability

Resilience under pressure

Experience in council services

Job description

Case Services Officer Level 2 (Housing - Homeless Triage)

We are recruiting for this role.

Internal applicant: 12-month secondment opportunity

External applicant: 12-month fixed term contract

Are you passionate about delivering excellent customer service and want to make a difference to the lives of Canterbury district residents? If you have an appetite for learning, enjoy variety and want to join a friendly team who are delivering frontline services to the Canterbury district then we are looking for an enthusiastic individual to join our team.

We are looking for:

• someone who would like to start a career in customer service administration relating to Housing and Homelessness
• a candidate who has compassion and empathy along with ability to get to the facts with excellent communication skills.
• someone with professional curiosity with the ability to problem solve creatively whilst also being mindful of the legislative process we follow.
• a resilient person who can deal with competing priorities in this fast‑paced working environment.
• candidates who have some experience of delivering or supporting the delivery of council services, but this is not essential.

This is a rewarding role and is a great introduction to this sector of work.

Responsibilities

• Complete an initial assessment with the applicant, either over the phone or in person.
• Deal with phone messages from the contact centre from applicants that require an answer not able to be given by the centre team.
• Process documentation that has come in the post to Housing. Processing information received.
• To provide customers with no IT access an appointment system to complete the online form over the telephone.
• Signpost /make referrals for customers to other help and support.
• Collate information and draft written replies to customers and officers related queries.

Benefits of joining our team

• Be supported by a wider team all pulling together to deliver services.
• Have autonomy to plan and deliver your own workload.
• Be supported to develop your skills and experience across a range of council services.
• Derive satisfaction from making a difference to people’s lives every day.

Other benefits

• Generous annual leave starting at 23 days with an additional 3 days plus bank holidays.
• Local government pension scheme.
• Flexible working - we understand the importance of a good work‑life balance.
• Excellent opportunities for training and development.

Additional information

Due to the nature of this role, the successful applicant will be required to undertake an enhanced DBS check as part of their pre‑employment clearances.

Equality, Diversity & Inclusion

Equality, Diversity & Inclusion at Canterbury City Council. We are committed to promoting equality and diversity in everything we do. We provide a safe and welcoming environment where everyone is valued, included and respected. Our diversity strengthens our ability to serve the diverse communities we support through our work. To demonstrate this through our actions, all applications are anonymised for the short‑listing panel, allowing all applicants to be assessed on merit alone.

Contact

If this is you and you are looking for an exciting new challenge working for a progressive local authority as part of a collaborative team, then please do have a look at the accompanying information or email me Anna Dale at [e-mail] for further queries.