Housing Customer Services Team Leader
| Posting date: | 02 February 2026 |
|---|---|
| Salary: | £33,466 per year |
| Hours: | Full time |
| Closing date: | 15 February 2026 |
| Location: | Dover, Kent |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| Company: | Dover District Council |
| Job type: | Permanent |
| Job reference: | DDC0804 |
Summary
This role is based in the council’s main offices, where you and your team provide the first point of contact for visitors, offering support both in person and by phone.
Location
Dover District Council has an exciting agenda to deliver first class public services, putting our residents at the heart of everything we do. From building new, affordable homes to exciting regeneration schemes. A career with Dover District Council offers you the opportunity to excel.
As an employer, Dover District Council is proud to provide a supportive, friendly, diverse and flexible working environment in which our employees can thrive. We have a team of enthusiastic employees, delivering services they are passionate about.
The Role & Responsibilities:
Dover District Council are committed to delivering an excellent customer focused, housing management service. To help us achieve this, we are looking to recruit a dynamic, skilled and high performing individual who shares our commitment to delivering excellence across the housing sector. Housing matters. You can help make the difference.
The Housing Customer Services Team Leader will line manage a team of Housing Customer Service Officers within the Housing Management Team. Taking ownership and responsibility for ensuring the team resolve Customer queries at the first point of contact. Ensuring the advice given on a range of housing and property services queries is accurate and delivered promptly and effectively with informative courtesy.
Ensure use of the available IT systems and resources and that processes and policy are followed. Ensure accurate and comprehensive records are kept and stored on the Councils Housing Management Systems.
Maintain accurate performance monitoring data in relation to the Customer Services Team and in order to identify and implement improvements to the services we provide to Customers or the way the team works.
Who We Are Looking For
Demonstrable customer service/transactional administration experience and management of a Customer Service team or other front-line operation.
Proficient in the use of IT systems including Microsoft Outlook, Excel and internet based systems.
Ability to prioritise tasks and manage workload of a team by effective time management.
Ability to use negotiation and influencing skills.
Ability to work calmly under pressure and to tight deadlines whilst maintaining accuracy.
Ability to identify and implement improvements.
GCSE English and Maths Grade C or above (Grades 4-9) or equivalent
What Can We Offer?
We can provide a friendly and supportive environment for you to excel in. We also offer several employee benefits, subject to eligibility criteria, such as:
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(site dependent)
Cycle2Work scheme
Generous Salary Sacrifice Car Scheme
Due to the nature of this role the successful applicant will be required to undertake a Basic DBS check as part of their pre-employment clearances.
The quality of your application will be considered as part of the recruitment process.
For an alternative format, or to apply using a different method, please contact us.
What Next?
If you would like a further discussion about the post then please contact Yvonne Adewumi, Housing Operations Manager at Yvonne.Adewumi@dover.gov.uk
Location
Dover District Council has an exciting agenda to deliver first class public services, putting our residents at the heart of everything we do. From building new, affordable homes to exciting regeneration schemes. A career with Dover District Council offers you the opportunity to excel.
As an employer, Dover District Council is proud to provide a supportive, friendly, diverse and flexible working environment in which our employees can thrive. We have a team of enthusiastic employees, delivering services they are passionate about.
The Role & Responsibilities:
Dover District Council are committed to delivering an excellent customer focused, housing management service. To help us achieve this, we are looking to recruit a dynamic, skilled and high performing individual who shares our commitment to delivering excellence across the housing sector. Housing matters. You can help make the difference.
The Housing Customer Services Team Leader will line manage a team of Housing Customer Service Officers within the Housing Management Team. Taking ownership and responsibility for ensuring the team resolve Customer queries at the first point of contact. Ensuring the advice given on a range of housing and property services queries is accurate and delivered promptly and effectively with informative courtesy.
Ensure use of the available IT systems and resources and that processes and policy are followed. Ensure accurate and comprehensive records are kept and stored on the Councils Housing Management Systems.
Maintain accurate performance monitoring data in relation to the Customer Services Team and in order to identify and implement improvements to the services we provide to Customers or the way the team works.
Who We Are Looking For
Demonstrable customer service/transactional administration experience and management of a Customer Service team or other front-line operation.
Proficient in the use of IT systems including Microsoft Outlook, Excel and internet based systems.
Ability to prioritise tasks and manage workload of a team by effective time management.
Ability to use negotiation and influencing skills.
Ability to work calmly under pressure and to tight deadlines whilst maintaining accuracy.
Ability to identify and implement improvements.
GCSE English and Maths Grade C or above (Grades 4-9) or equivalent
What Can We Offer?
We can provide a friendly and supportive environment for you to excel in. We also offer several employee benefits, subject to eligibility criteria, such as:
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(site dependent)
Cycle2Work scheme
Generous Salary Sacrifice Car Scheme
Due to the nature of this role the successful applicant will be required to undertake a Basic DBS check as part of their pre-employment clearances.
The quality of your application will be considered as part of the recruitment process.
For an alternative format, or to apply using a different method, please contact us.
What Next?
If you would like a further discussion about the post then please contact Yvonne Adewumi, Housing Operations Manager at Yvonne.Adewumi@dover.gov.uk
Proud member of the Disability Confident employer scheme
Disability Confident
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. For more details please go to Disability Confident.