Are you an enthusiastic and well-organised individual looking to make a real difference to our tenants?
We are seeking an enthusiastic and well-organised person to support the Council’s housing complaints service. You will help ensure complaints, enquiries and service requests are recorded accurately, progressed efficiently and responded to in a clear, professional and customer-focused way.
About you
You are an organised, detail-orientated person who can manage multiple priorities while remaining calm and professional. You understand the importance of listening carefully, handling sensitive information appropriately and helping customers receive clear and timely responses.
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Are confident using databases, spreadsheets and digital case management systems.
- Can build positive working relationships with colleagues, managers, contractors and external partners.
- Can work under pressure, deal with sensitive issues and remain courteous when handling challenging conversations.
- Have a positive, can-do attitude and take pride in providing a helpful and professional service.
About the role and the team
You will join a supportive housing team and play an important role in helping the Council respond to complaints and enquiries relating to housing services. The role will involve keeping accurate records, monitoring deadlines, coordinating information and supporting officers to deliver fair, timely and well-evidenced responses.
Duties will include:
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Recording and maintaining accurate complaint and enquiry information on housing systems.
- Acknowledging complaints and supporting the preparation of clear written responses.
- Monitoring complaint timescales, response deadlines and follow-up actions.
- Liaising with colleagues, managers, contractors and partner organisations to gather information.
- Handling telephone, email and face-to-face contact in a professional and customer-focused way.
- Supporting residents, including vulnerable customers, to understand the complaints process.
- Helping identify learning from complaints and maintaining accurate records for reporting and service improvement.
You have:
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Demonstrable ability to use IT systems and Microsoft Office.
- The ability to organise your workload, manage competing deadlines and seek guidance when required.
- The ability to work under pressure and deal with sensitive or confidential information appropriately.
- The ability to interpret information, identify key issues and maintain accurate records.
- The ability to use sound judgement and escalate matters where appropriate.
- Excellent written and verbal communication skills, with the ability to write clearly and sensitively.
Whilst previous experience of working in housing, complaints, customer services or administration is desirable, we are very interested to receive applications from individuals who can demonstrate transferable skills and a commitment to providing excellent customer service.
What’s in it for you?
As part of our commitment to being a supportive and people‑centred employer, we offer a range of benefits designed to help you thrive both in and outside of work:
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£31,161 - £34,654 per annum (pay award pending)
- 24 - 26 days plus bank holidays, rising by an additional week’s leave after 5 years of continuous local authority service
- Hybrid working, with flexibility across our sites, and home working
- 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
We are proud to be a Disability Confident Employer and offer a range of active staff networks, including:
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Equality, Diversity & Inclusion (EDI) Group
- LGBTQ+ Network
- Women’s Network
- Early Careers Network
- Neurodiversity Network
Please note, this post is subject to a basic DBS check
About us
At NFDC we recognise that every colleague - whether in operational, frontline, or office‑based roles - plays a vital part in delivering high‑quality services to our communities. We are committed to creating a supportive and inclusive environment where people feel valued for the work they do and the strengths they bring.
We aim to foster a culture where people feel confident to share ideas, contribute their expertise, and develop through meaningful conversations with their managers and supported learning opportunities. Whilst we have our corporate values, LEAF Learning Empathy Ambition Fairness, we understand that different teams work in different ways, and we want our values to be lived in ways that make sense locally while staying true to our shared purpose as an organisation.
We want colleagues to thrive, which is why we promote wellbeing, balance, and opportunities for learning and progression. Our values guide how we work together and how we support each other to be confident, capable, and adaptable.
Click here to see why employees think that New Forest District Council is a great place to work: Working for NFDC
Please note: You’ll likely be aware that as part of the ongoing Local Government Reorganisation (LGR), the current organisation will transition into a new operating structure from 1 April 2028. It is important that applicants understand how this may affect their employment should they be successful. You will find attached a useful LGR update sheet at top of this advert.
If you’re interested
Please see the candidate booklet for more information about working at the Council and the job description.
If you are passionate about making a difference, committed to delivering excellent public services, and looking for a place where you can develop and continue to grow, we would be delighted to receive your application.
Closing Date: Midnight Wednesday 1st July 2026
Interview Date: 9th / 10th July 2026
