At a Glance
- Tasks: Provide top-notch customer service and support housing residents with their queries.
- Company: Join the New Forest District Council, a supportive and community-focused organisation.
- Benefits: Competitive salary, generous leave, hybrid working, and a local government pension scheme.
- Other info: Enjoy a friendly team atmosphere and opportunities for career growth.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Strong customer service skills and experience in a similar role are essential.
The predicted salary is between 27939 - 30372 £ per year.
Do you enjoy providing excellent customer service? The Housing Resident Services dedicated Housing Support Hub is the first point of contact for our Housing residents for a range of Housing related issues. As part of a friendly and professional team you will be responsible for handling a wide range of calls from our residents, whilst supporting the wider Housing teams.
Enquiries are predominantly received by phone but also email and web contact, as well as from other departments within the Council. Team members are expected to have a good all-round knowledge of the service area(s) to be able to advise customers accordingly and ideally resolve as many enquiries as possible without the need to refer on to other departments.
In addition to call handling, functions include processing reactive maintenance requests, answering queries relating to Estate Management and other tenancy issues, taking payments for rent and dealing with rent arrears.
This is a challenging and diverse role that requires great ICT skills and the ability to quickly learn new systems. This is essential together with excellent communication skills in order to effectively liaise with residents, colleagues and other departments on a daily basis and manage sometimes challenging and upsetting calls. You will also possess very good organisational skills with the ability to prioritise different work activities to meet changing deadlines in a busy contact centre environment.
Hours: This is a part time role for 24 hours per week.
- Monday: 08:30 to 17:15 (8.25 hours with 30 minutes unpaid break)
- Tuesday: 08.45 -17.15 (8 with 30 minutes unpaid break)
- Friday: 08:30 to 16:45 (7.75 30 minutes unpaid break)
The hours for this role are fixed as listed above. Due to the position being customer-facing and aligned with our telephone operating hours, there is no availability for flexible working.
What’s in it for you? Benefits include:
- £27,939 - £30,372 per annum (pro rata) Appointment will typically be made at the bottom of the scale. (Pay award pending).
- 23 –24 days leave (pro rata) plus an additional 5 days for 5 years local authority continuous service.
- Local Government pension scheme
- Employee Assistance Programme (free 24 hour legal, financial and personal advice for employees).
- On site parking
- Hybrid working (50% of hours office based).
- 24 Hours per week (Set hours)
About you Although no formal qualification is required the successful candidate must have excellent Customer Service skills and telephone manner along with strong administrative skills. Experience of working in a similar Customer focused environment is essential.
Candidates should possess very good ICT skills in a range of software such as Microsoft Word, Outlook and Excel, and a knowledge of specialist software (such as CRM, Orchard, and Unit 4 Business World etc) would be an advantage.
As the Council continue to work on develop our technology, systems and resource to meet the changing need of our residents a willingness and ability to adapt to ever changing technology is also important.
Please note, this post will be subject to a Basic DBS check.
About us New Forest District Council directly manages over 5000 Council homes and provides both planned, cyclical and responsive maintenance and repairs service to our tenants through a large team of highly skilled trades people.
As one of the largest districts in the country, with 6 towns and a close relationship with neighbouring conurbations, the New Forest provides a supportive environment in which everyone who works for us can help drive our aims.
We believe that all our employees make a valuable contribution to the work of the council and that’s why we encourage a trusting and open culture where each employee is supported and respected equally. We also recognise the value of a highly motivated and engaged workforce, and we actively promote a good work/life balance.
If you're ambitious and passionate, are driven to deliver, and want to be part of our team, we welcome your application.
After reading the job description of what the role will involve, you feel you would like an informal chat about the role, please contact Emily Berry on 02380 285222.
Closing date: Sunday 31 st May 2026. Estimated Interview Date: Thursday 11 th June 2026.
Customer Services Officer (Housing) in Lyndhurst employer: NEW FOREST DISTRICT COUNCIL
New Forest District Council is an excellent employer that values its employees and fosters a supportive work culture. With competitive salaries, generous leave entitlements, and a commitment to employee well-being through initiatives like the Employee Assistance Programme, we ensure our team members thrive both personally and professionally. Located in the picturesque New Forest, we offer a unique opportunity to contribute to the community while enjoying a balanced work/life environment.
Contact Details:
NEW FOREST DISTRICT COUNCIL Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer (Housing) in Lyndhurst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on New Forest District Council. Understand their values and what they do in the community. This will help you tailor your answers and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your customer service skills can shine in this role. Remember, they want to see how you handle challenging situations!
✨Tip Number 3
Dress the part! Even though it’s a customer service role, looking professional can make a great first impression. Choose smart attire that reflects the friendly and professional vibe of the team.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a nice touch that many candidates forget!
We think you need these skills to ace Customer Services Officer (Housing) in Lyndhurst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Services Officer role. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills:Since this role involves a lot of interaction with residents, it's crucial to demonstrate your excellent communication skills in your written application. Use clear and concise language to show us you can handle those challenging calls with ease.
Highlight Relevant Experience:If you've worked in a customer-focused environment before, make sure to mention it! We love seeing candidates who have hands-on experience dealing with enquiries and resolving issues, so don’t hold back on sharing your stories.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and keep you updated on your progress. Plus, it shows you're keen to join our team!
How to prepare for a job interview at NEW FOREST DISTRICT COUNCIL
✨Know Your Stuff
Make sure you understand the key responsibilities of a Customer Services Officer in Housing. Familiarise yourself with common housing issues, maintenance requests, and tenancy queries. This will help you answer questions confidently and show that you're ready to tackle the role.
✨Show Off Your Communication Skills
Since this role involves handling calls and emails from residents, practice your communication skills. Think about how you would explain complex issues simply and clearly. You might even want to role-play with a friend to get comfortable with potential scenarios.
✨Demonstrate Your ICT Proficiency
Brush up on your ICT skills, especially with software like Microsoft Word, Outlook, and Excel. If you have experience with CRM systems or similar software, be prepared to discuss it. Highlighting your tech-savviness can set you apart from other candidates.
✨Prepare for Challenging Situations
This job can involve dealing with upset residents, so think about how you would handle difficult conversations. Prepare examples from your past experiences where you've successfully resolved conflicts or provided excellent customer service under pressure.
