Customer Support Officer

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

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

Employee Assistance Programme

Cycle to work

Discount schemes

Free office parking

Job summary

Folkestone & Hythe District Council is seeking a Customer Support Officer to process housing register applications and assist in customer reception. The role combines data handling with frontline customer service in a hybrid setting.

Applicants should have experience with housing registers, strong attention to detail, and good IT skills. The position offers two days in the Civic Centre plus training periods requiring office presence.

Qualifications

• Experience of processing applications, assessing information against relevant criteria and following established procedures.
• Excellent attention to detail and a high level of accuracy.
• Strong IT skills with databases and information systems.
• Experience of processing housing register applications or working in a customer-facing reception environment within local government.
• Experience of working with Kent Homechoice back office platforms.

Responsibilities

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

Skills

Attention to detail

Organisational skills

Customer service

Communication

Teamwork

Reception experience

IT skills

Tools

Kent Homechoice back office platforms

Job description

£26,844 - £32,747 (Grade C/D) Depending on skills and experience

Location:

Folkestone, Kent, CT20 2QY / Hybrid

Contract:

Permanent

Working Pattern:

Full Time

Hours:

37 hours per week.

DBS Check:

Yes

Closing Date:

18/10/2026 at 23:59

Reference:

SR/26/346104

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 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 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: 23:59 on 18th October 2026
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications.

Interviews likely to take place on 28th & 29th October.

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