Triage Officer

Dover District Council; Dover; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local governmental body in Dover is seeking an individual for the Housing Options team. This role focuses on providing a first point of contact for housing assistance, supporting customers facing potential homelessness. Candidates should have strong communication skills, a background in customer service, and be educated to at least GCSE level in five subjects including Maths and English. The role offers benefits such as healthcare membership and pension scheme options.

Benefits

Benenden Healthcare Membership

Local government pension scheme

Generous annual leave

Discount scheme at leisure centre

On-site parking

Responsibilities

• Provide high-quality first point of contact and triage service to customers for housing assistance.
• Support operational and administration tasks by updating records, collecting information, and responding to inquiries.

Skills

Experience of working with members of the public

Good customer care and interpersonal skills

Excellent communication skills both verbal and written

Ability to work calmly and accurately under pressure

Ability to work in a team

Education

GCSE level at Level 4 or above in 5 subjects including Maths and English

Job description

The Dover District is steeped in history, with the iconic White Cliffs of Dover, several castles including the Lord Warden of Cinque Ports residence, Walmer Castle. As well as the coastline, the District has wonderful countryside, lush valleys and beautiful parks and gardens.

Main Duties

Our Housing Options team provides advice, support and help to families and individuals facing problems with their housing. This role will provide a high quality first point of contact and triage service to customers approaching for housing assistance, face‑to‑face, on the telephone and by e‑mail, to determine whether the customer is homeless or is at risk of homelessness. The role will provide effective operational and administration support within the team, including contacting customers to gather information, making third‑party enquiries, writing letters, taking notes, responding to emails, and updating records.

Essential Requirements

• Experience of working with members of the public
• Good customer care and interpersonal skills
• Excellent communication skills both verbal and written
• Ability to work calmly and accurately under pressure
• Ability to work in a team and develop effective and supportive relationships with colleagues
• Educated to GCSE level at Level 4 or above in 5 subjects, including Maths and English, or equivalent qualifications

This role requires a driving license or the ability to get to locations in a timely manner equivalent to motor travel in your own vehicle.

Due to the nature of this role, the successful applicant will be required to undertake a Basic DBS check as well as a Baseline Personal Security Standard (BPSS) as part of their pre‑employment clearances.

What Can We Offer?

• Benenden Healthcare Membership and Employee Assistance Program
• Opt‑in Local government pension scheme with the opportunity for staff to make advanced, voluntary contributions (AVCs) to top up their pension
• Generous annual leave provision
• Discount scheme including reduced membership rates at the local leisure centre
• On‑site parking

For an informal discussion about this post, please contact Pam Millington, Senior Housing Options Officer on 01304 872202.

Closing Date: 4 January 2026

Interview Date: 20 January 2026