Customer Support Officer

Folkestone Hythe; Folkestone; Hybrid; GBP 27,000 - 33,000; Part time

Benefits offered by this job

Hybrid working

Annual leave up to 31 days + BH

Local Government Pension Scheme

Employee assistance programme

Professional subscriptions reimburse

Job summary

Folkestone & Hythe District Council in Folkestone, Kent is seeking a part-time Customer Support Officer to process housing register applications and assist at the civic reception. The role is hybrid with a minimum two days a week in the Civic Centre and full training provided, in a service-focused environment.

You will ensure information is complete, apply procedures consistently and deliver friendly customer service while coordinating with colleagues across the council.

Qualifications

• Experience processing housing register applications and assessing information against criteria.
• Excellent attention to detail and high accuracy in data handling.
• Ability to interpret information and apply procedures consistently.
• Strong organisational skills and ability to prioritise tasks.
• Confident communication with customers and stakeholders.
• Good IT skills and experience with databases and information systems.
• Ability to work independently and as part of a team.
• Commitment to delivering excellent customer service.
• Experience in housing register processing or reception environments.
• Experience with Kent Homechoice back office platforms.

Responsibilities

• Process housing register applications accurately within agreed timescales.
• Assist in the customer reception area, providing a welcoming service.
• Respond to enquiries and help residents access council services.
• Collaborate with colleagues across the council to deliver timely support.

Skills

Application processing

Attention to detail

Information interpretation

Organisational skills

Customer communication

IT skills & databases

Team player

Customer service

Housing register experience

Kent Homechoice back office

Tools

Kent Homechoice back office

Job description

£26,844 - £32,747 (Grade C/D) (full time salary, would be pro-rated) Depending on skills and experience

Location:

Folkestone, Kent, CT20 2QY / Hybrid

Contract:

Permanent

Working Pattern:

Part Time

Hours:

18.5 hours per week.

DBS Check:

Yes

Closing Date:

29/10/2026 at 09:00

Reference:

SR/26/347715

Are you detail-oriented, customer-focused and looking for a role where your work directly supports residents, businesses and property transactions across the district?

We are seeking a part-time Customer Support Officer to join our Customer Support Team. This is an exciting opportunity to support residents by processing housing register applications and assisting in the customer reception area.

About the Role

As our Customer Support Officer, you will be responsible for processing housing register applications accurately and within agreed timescales, ensuring that information is complete and procedures are applied consistently.

You will also assist in the customer reception area, providing a welcoming and professional service, responding to enquiries and helping residents access the appropriate council services. Working closely with colleagues across the council, you will help deliver accurate, timely and customer-focused support.

This is a part-time, hybrid role, which requires a minimum office presence of two days per week in our Civic Centre offices in Folkestone. Full training will also be provided, which will require an increased office presence in the training period.

About You

We are looking for someone who:

• Has experience of processing applications, assessing information against relevant criteria and following established procedures.
• Has excellent attention to detail and a high level of accuracy.
• Can interpret information and apply procedures consistently.
• Has strong organisational skills and can manage competing priorities.
• Is confident communicating with customers and stakeholders.
• Has good IT skills and experience of working with databases and information systems.
• Enjoys working both independently and as part of a team.
• Is committed to delivering excellent customer service.
• Experience of processing housing register applications or working in a customer-facing reception environment within local government.
• Experience of working within Kent Homechoice back office platforms

If you are looking for a role that combines customer service, housing register application processing and face-to-face reception support, we would love to hear from you.

Why Join Folkestone & Hythe District Council?

• We offer a comprehensive, people focused rewards package designed to support your wellbeing, development and work-life balance.
• Flexible, agile and hybrid working arrangements.
• Generous annual leave: up to 31 days + bank holidays, birthday leave and Christmas office closure.
• Flexi-time scheme to support work-life balance.
• Local Government Pension Scheme
• Health & wellbeing initiatives, including an Employee Assistance Programme.
• Reimbursement of professional membership subscriptions
• Salary sacrifice schemes: cycle to work and lease car options.
• Corporate discount schemes for shopping, entertainment, gym memberships, days out and more.
• Great location: centrally based, close to transport links and free office parking.

Our Values

We’re proud of our positive workplace culture built around four core values:
Customer First, One Team, Thinking Ahead and Performance Counts.

We’re committed to equality, diversity and inclusion, and welcome applications from all backgrounds, including disabled applicants and the Armed Forces community.

Closing Date: 09:00 on 29th October 2026
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications.

Interviews will take place on 5th & 6th November.

For an informal discussion about the role please contact Liam Jenner – Customer Support - Team Leader: [e-mail]