Customer Support Officer

Folkestone and Hythe District Council; Folkestone; Hybrid; GBP 15,000 - 21,000; Part time

Job summary

Folkestone & Hythe District Council is seeking a part-time Customer Support Officer to process housing register applications and assist in the customer reception area. The role is hybrid, requiring a minimum two days per week in the Civic Centre offices in Folkestone, with full training during onboarding.

You will handle enquiries, interpret information, and apply council procedures with attention to detail, offering excellent customer service while supporting residents across the district.

Qualifications

• Experience processing housing register applications or similar
• Excellent attention to detail and high accuracy
• Ability to interpret information and apply procedures
• Strong organisational skills; manage competing priorities
• Confident communicating with customers and stakeholders
• Good IT skills; experience with databases and information systems
• Ability to work independently and in a team
• Commitment to delivering excellent customer service

Responsibilities

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

Skills

Attention to detail

Customer service

Organisational skills

Communication with customers

IT skills

Housing register processing experience

Independent and team work

Tools

Kent Homechoice back office platforms

Databases / information systems

Job description

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

• 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.

Desirable

• 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]

Further information on this vacancy

• Customer Support Officer JDPS (Housing & CAP)