At a Glance
- Tasks: Lead a team to deliver top-notch housing customer service and manage operational planning.
- Company: Join New Forest District Council, a supportive and values-driven organisation.
- Benefits: Competitive salary, generous leave, pension scheme, and employee discounts.
- Other info: Flexible working hours and a culture that values diversity and inclusion.
- Why this job: Make a real difference in the community while developing your leadership skills.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 35646 - 39469 € per year.
About the role
Are you a confident leader with a passion for customer service and operational delivery? This is a fast‑paced and demanding role where no two days are the same. You will be at the heart of our service, managing both Housing Customer Service Officers and Operational Planners (schedulers), ensuring our tenants receive a responsive, professional and high‑quality service across a wide range of housing needs including rents, tenancies, repairs and maintenance.
You will:
- Lead and manage a team of Customer Service Officers and Operational Planners to deliver exceptional service standards
- Oversee the planning and scheduling of repairs and maintenance work, ensuring resources are used efficiently and targets are met
- Act as the first point of escalation for complex and sensitive customer enquiries, including complaints and disrepair cases
- Ensure performance meets key KPIs, SLAs and regulatory requirements
- Support tenants and the wider community by resolving a diverse range of housing issues
- Work collaboratively across Housing and Maintenance teams to ensure seamless service delivery
- Monitor workloads, manage peak demand and ensure resilience within the service
We're looking for an experienced and highly motivated Customer Service and Planning Supervisor to lead our busy Housing Support Hub teams.
Proven experience managing or supervising staff in a busy customer service environment
Strong customer service and complaint handling skills, with the ability to manage challenging situations
Excellent organisational skills with the ability to prioritise and make decisions under pressure
Experience of operational planning, scheduling or workforce coordination (desirable)
Good understanding of housing services, repairs or social housing (preferred)
Confident communicator with the ability to build relationships with tenants, colleagues and contractors
IT literate with experience using systems and performance monitoring tools
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.
About New Forest District Council
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. New Forest District Council directly manages over 5000 Council homes and provides both planned and reactive maintenance and repairs to the residents through a large team of highly skilled trades people.
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.
Salary & benefits
£35,646 - £39,469 per annum - pay award pending (Please note we start at the bottom of the pay scale as standard)
26 - 27 days annual leave plus bank holidays
Local Government Pension Scheme, with the option of Additional Voluntary Contributions (AVCs)
Employee Assistance Programme offering free 24/7 legal, financial and personal wellbeing advice
Employee discount scheme with savings across major supermarkets, retailers, restaurants and leisure providers
Cycle to Work Scheme, helping you save around 40 percent on bikes and accessories
A values‑led organisation, guided by our LEAF values (Learning, Empathy, Ambition, Fairness)
Access to learning and development opportunities to support your growth
A supportive, inclusive culture, where everyone is welcomed and valued
Active staff networks
Equality, Diversity & Inclusion (EDI) Group
LGBTQ+ Network
Women's Network
Early Careers Network
Neurodiversity Network
Working Hours
37 Hours per week, Monday to Friday between 8am and 5.15pm. This role can be flexible in start and finish times, but this would be dependent on needs of the service.
Housing Customer Service and Planning Supervisor in Lyndhurst employer: NEW FOREST DISTRICT COUNCIL
New Forest District Council is an excellent employer that prioritises a supportive and inclusive work culture, ensuring every employee feels valued and respected. With a strong focus on employee growth through learning and development opportunities, as well as a commitment to work/life balance, the council offers a range of benefits including generous annual leave, a local government pension scheme, and an employee assistance programme. Located in the picturesque New Forest, this role provides the chance to make a meaningful impact in the community while leading a dedicated team in delivering high-quality housing services.
Contact Detail:
NEW FOREST DISTRICT COUNCIL Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing Customer Service and Planning Supervisor in Lyndhurst
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. Understanding their values and mission can help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. This will help you feel more confident and articulate when discussing your experience in customer service and operational planning.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've successfully managed teams or resolved complex customer issues. Highlighting your experience will demonstrate that you’re the right person to lead their Housing Customer Service Officers and Operational Planners.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role and the team. This shows your interest and helps you gauge if the job is the right fit for you. Plus, it’s a great way to make a lasting impression!
We think you need these skills to ace Housing Customer Service and Planning Supervisor in Lyndhurst
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your experience in managing teams. We want to see how you've led others to deliver exceptional customer service, so share specific examples that showcase your leadership style and achievements.
Tailor Your Application:Don’t just send a generic application! We love it when candidates tailor their CVs and cover letters to the role. Mention how your skills align with the responsibilities listed, especially around operational planning and customer service.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at NEW FOREST DISTRICT COUNCIL
✨Know Your Stuff
Make sure you understand the ins and outs of housing services, especially around repairs and maintenance. Brush up on relevant regulations and KPIs that are important for the role. This will show your potential employer that you're not just interested in the job, but that you’re genuinely knowledgeable about the field.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in a busy customer service environment. Think about specific situations where you’ve led a team through challenges or improved service delivery. This will help demonstrate your capability to lead and inspire others.
✨Practice Problem-Solving Scenarios
Since this role involves handling complex customer enquiries and complaints, practice responding to hypothetical scenarios. Think about how you would approach sensitive issues and what steps you would take to resolve them effectively. This will help you feel more confident during the interview.
✨Be Ready to Discuss Collaboration
This position requires working closely with various teams. Prepare to talk about times when you’ve collaborated with others to achieve a common goal. Highlight your communication skills and how you build relationships with colleagues and stakeholders, as this is key to seamless service delivery.
