Customer Support and Information Officer

We adopt a \’name blind\’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made – please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.

Organisation

Kirklees

Directorate

Place

Service Area

Homes & Neighbourhoods

Hours

1x 37 hours 1x 18.5 hours

Number of Jobs

2

Location(s)

Across Kirklees

Position type

Temporary

Length of contract

1x 37 hrs on a fixed term basis of up to 12 months 1x 18.5 hrs on a fixed term basis of up to 6 months

Grade

6

Salary

£26,403 – £28,142 (for 37 hrs) £13,201 – £14, 071 (for 18.5 hrs)

Customer Support and Information Officer / Housing Services Officer

Hours:

1x 37 hrs on a fixed term basis of up to 12 months

1x 18.5 hrs on a fixed term basis of up to 6 months

Number of Jobs: 2

Location(s) combination of Face to Face at Huddersfield / Dewsbury Library Hubs, Civic Centre 1 and working from home – hybrid.

Position Type – Fixed Term

Grade: 6

Salary: £26,403 – £28,142 (for 37 hours) £13,201 – £14, 071 (for 18.5 hours)

1 x 37 hours working the following shift pattern:

Monday to Thursday 8.45am -17:15pm

Friday 8:45am -16:45pm

1x 18.5 hours working the following shift pattern:

Wednesday 13:00pm – 17.00pm

Thursday 8.45am to 17.15pm

Friday 8.45am – 16.45pm

The Role:

As a Customer Support and Information Officer you will be the first point of contact for the majority of calls that are presented to our Homes & Neighbourhoods Service, from tenants, your colleagues, within the service and across the organisation.

• This role is both telephone-based and face to face. You will be required to cover the face-to-face duty at both Huddersfield and Dewsbury Library Hubs.
• You will require excellent customer service skills along with a positive and sensitive manner. As well as the phone calls and face to face duties, you will be expected to respond to messages, emails and administrative duties.
• Where possible you will be expected to resolve issues at the first point of contact, signposting customers for advice and action where necessary.
• You will work closely with your team to ensure tenants and customers receive a high level of service and our properties are maintained in line with safety requirements and legislative obligations. You will be required to access various computer systems to log, record, extract information and update customer records. Therefore, you will require accurate keyboard skills with the ability to talk and type and have an understanding of GDPR and confidentiality issues relating customer information.
• We will be creating an appointable list for future full time, part time and temporary posts.
• The posts are hybrid working from the office and when attending meetings and training.
• Hybrid working is from Civic Centre 1, Huddersfield.
• You will be required to work from Huddersfield and Dewsbury Library Hubs on a rota basis. It is essential that you can travel.

Quotes from the Team:

\”The Support and Information team are a joy to work with. Everyone is very supportive and helpful when you need assistance.\”

\”The SIT team are some of the nicest people I\’ve worked with they are so welcoming and knowledgeable and have made my first six months pass by in a flash.\”

\”Working in customer services can be both rewarding and challenging the SIT team have been really supportive, nothing is too much trouble, offer help and advice when needed and share their knowledge and experiences to support me to achieve the best outcome for the customer service.\”

To do this role you will need:

• Minimal GCSE grade 4 (c), or equivalent qualification in maths and English
• Excellent customer service skills
• Ability to organise and prioritise own workload
• Excellent communication skills
• The ability to cope with a range of challenging situations and be resilient to the pressures of the role
• Previous experience of working in a customer service environment
• A good level of computer literacy
• Essential that you can travel to various locations.

Nicola Simpson is the manager for this role, please contact them on for an informal discussion, or if you need any more information.

We know there\’s a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or Job Description please contact the Recruitment Team for help by phone: and ask for \’Recruitment\’.

If you are internal and want to apply for this job as a secondment you must be a substantive employee of the Council with over 6 months continuous service and have successfully completed your probation period.

Applications for secondments will only be accepted if approved by your manager, you will be asked to confirm on your application form that you have the relevant permission. If you are refused permission to apply for a secondment, please contact HR Recruitment to register the refusal.

We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

Closing date

04 January 2026, 11:55 PM