Case Services Officer (Level 2)
| Dyddiad hysbysebu: | 17 Rhagfyr 2025 |
|---|---|
| Cyflog: | £30,105.50 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Ionawr 2026 |
| Lleoliad: | Canterbury, Kent |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Canterbury City Council |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: |
Crynodeb
We are recruiting for a Case Services Officer Level 2 (Housing - Homeless Triage)
Internal applicant - 12-month secondment opportunity
External applicant - 12-month fixed term contract
Are you passionate about delivering excellent customer service and want to make a difference to the lives of Canterbury district residents?
If you have an appetite for learning, enjoy variety and want to join a friendly team who are delivering frontline services to the Canterbury district then we are looking for an enthusiastic individual to join our team.
We are looking for;
someone who would like to start a career in customer service administration relating to Housing and Homelessness
a candidate who has compassion and empathy along with ability to get to the facts with excellent communication skills.
someone with professional curiosity with the ability to problem solve creatively whilst also being mindful of the legislative process we follow.
a resilient person who can deal with competing priorities in this fast-paced working environment.
candidates who have some experience of delivering or supporting the delivery of council services, but this is not essential.
This is a rewarding role and is a great introduction to this sector of work.
As a Case Services Officer you will focus on providing an efficient and effective customer support service through responding/resolving cases within Housing Solutions for both internal and external customers to support the needs of the service delivery plan. On a case management basis, act as a point of contact for the customer to enhance the customer journey and customer experience.
The work area we are looking to recruit for is Homelessness Triage, where you will be a first contact for people who are in a homelessness situation. This role is fast paced and busy, with no two days the same. It is interesting and rewarding work and will give you a great insight into the broad range of work Local Authorities are contributing to within the district.
The tasks you will be required to carry out are;
Complete an initial assessment with the applicant, either over the phone or in person.
Deal with phone messages from the contact centre from applicants that require an answer not able to be given by the centre team.
Process documentation that has come in the post to Housing. Processing information received.
To provide customers with no IT access an appointment system to complete the online form over the telephone.
Signpost /make referrals for customers to other help and support
Collate information and draft written replies to customers and officers related queries
If you join our team, you will:
Be supported by a wider team all pulling together to deliver services,
Have autonomy to plan and deliver your own workload,
Be supported to develop your skills and experience across a range of council services and
Derive satisfaction from making a difference to people’s lives every day.
If this is you and you are looking for an exciting new challenge working for a progressive local authority as part of a collaborative team, then please do have a look at the accompanying information or email me Anna Dale
anna.dale@canterbury.gov.uk for further queries.
And finally,
Generous annual Leave starting at 23 Days with an additional 3 days plus Bank Holidays
Local government pension scheme
Flexible working - we understand the importance of a good work-life balance
Excellent opportunities for training and development
Due to the nature of this role, the successful applicant will be required to undertake an enhanced DBS check as part of their pre-employment clearances.
Equality, Diversity & Inclusion at Canterbury City Council.
We are committed to promoting equality and diversity in everything we do. We provide a safe and welcoming environment where everyone is valued, included and respected. Our diversity strengthens our ability to serve the diverse communities we support through our work. To demonstrate this through our actions, all applications are anonymised for the shortlisting panel, allowing all applicants to be assessed on merit alone.
Site Maintenance Dates:
Site maintenance is being carried out and may be unavailable on 20 December 2025 between the hours of 00:00 – 12:00.
Internal applicant - 12-month secondment opportunity
External applicant - 12-month fixed term contract
Are you passionate about delivering excellent customer service and want to make a difference to the lives of Canterbury district residents?
If you have an appetite for learning, enjoy variety and want to join a friendly team who are delivering frontline services to the Canterbury district then we are looking for an enthusiastic individual to join our team.
We are looking for;
someone who would like to start a career in customer service administration relating to Housing and Homelessness
a candidate who has compassion and empathy along with ability to get to the facts with excellent communication skills.
someone with professional curiosity with the ability to problem solve creatively whilst also being mindful of the legislative process we follow.
a resilient person who can deal with competing priorities in this fast-paced working environment.
candidates who have some experience of delivering or supporting the delivery of council services, but this is not essential.
This is a rewarding role and is a great introduction to this sector of work.
As a Case Services Officer you will focus on providing an efficient and effective customer support service through responding/resolving cases within Housing Solutions for both internal and external customers to support the needs of the service delivery plan. On a case management basis, act as a point of contact for the customer to enhance the customer journey and customer experience.
The work area we are looking to recruit for is Homelessness Triage, where you will be a first contact for people who are in a homelessness situation. This role is fast paced and busy, with no two days the same. It is interesting and rewarding work and will give you a great insight into the broad range of work Local Authorities are contributing to within the district.
The tasks you will be required to carry out are;
Complete an initial assessment with the applicant, either over the phone or in person.
Deal with phone messages from the contact centre from applicants that require an answer not able to be given by the centre team.
Process documentation that has come in the post to Housing. Processing information received.
To provide customers with no IT access an appointment system to complete the online form over the telephone.
Signpost /make referrals for customers to other help and support
Collate information and draft written replies to customers and officers related queries
If you join our team, you will:
Be supported by a wider team all pulling together to deliver services,
Have autonomy to plan and deliver your own workload,
Be supported to develop your skills and experience across a range of council services and
Derive satisfaction from making a difference to people’s lives every day.
If this is you and you are looking for an exciting new challenge working for a progressive local authority as part of a collaborative team, then please do have a look at the accompanying information or email me Anna Dale
anna.dale@canterbury.gov.uk for further queries.
And finally,
Generous annual Leave starting at 23 Days with an additional 3 days plus Bank Holidays
Local government pension scheme
Flexible working - we understand the importance of a good work-life balance
Excellent opportunities for training and development
Due to the nature of this role, the successful applicant will be required to undertake an enhanced DBS check as part of their pre-employment clearances.
Equality, Diversity & Inclusion at Canterbury City Council.
We are committed to promoting equality and diversity in everything we do. We provide a safe and welcoming environment where everyone is valued, included and respected. Our diversity strengthens our ability to serve the diverse communities we support through our work. To demonstrate this through our actions, all applications are anonymised for the shortlisting panel, allowing all applicants to be assessed on merit alone.
Site Maintenance Dates:
Site maintenance is being carried out and may be unavailable on 20 December 2025 between the hours of 00:00 – 12:00.
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