Vacancy Details

Maternity cover (12 months Fixed-Term)

Are you passionate about helping people and delivering excellent customer service?
Do you enjoy problem‑solving, learning new skills, and working in a friendly, multi‑skilled team?

We’re looking for a Customer Support Officer to join our busy and professional Customer Support Team. As the first point of contact for a wide range of council services, you’ll play a crucial role in helping residents access the support, information, and services they need.

What You’ll Be Doing

Working across a variety of access channels—including phone, email, web chat, online forms, written correspondence, back‑office workflows and face‑to‑face—you will:

• Provide a friendly, efficient first point of contact for customer enquiries
• Process applications and requests accurately and professionally
• Support and encourage residents to self‑serve using online tools
• Handle enquiries relating to services such as Housing, Waste & Recycling, Parking, Licensing, Environmental Health, Land Charges, Burials and more
• Signpost customers to partner agencies such as Citizens Advice or Shelter
• Identify safeguarding concerns and follow procedures appropriately
• Maintain confidentiality and comply with data protection requirements
• Participate in ongoing training and cross‑skilling to expand your knowledge
• Work collaboratively with colleagues and other departments to improve the customer journey

About You

We’re looking for people who are:

• Excellent communicators, both in writing and over the phone
• Confident using IT systems, with a willingness to learn new ones
• Accurate, organised and able to prioritise a varied workload
• Customer‑focused and professional, even under pressure
• Team‑oriented, proactive and committed to personal development

Why Join Us?

• Supportive, friendly and collaborative team environment
• Opportunities for ongoing training, multi‑skilling and career progression
• A varied role where no two days are the same
• The chance to make a real difference to residents within our community

This position requires a minimum on‑site presence of one day per week at the Civic Centre. The post‑holder will also be required to provide face‑to‑face customer service to members of the public within the Customer Access Point.

For an informal discussion about this role, please contact Sam.Cridland@folkestone-hythe.gov.uk.

The closing date for the receipt of all completed applications is 10th March at 23:59

Interview are due to be held in the week commencing 23^rd March

Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. 

How to apply

Please apply online via the link provided below. Please note that we do not accept CV's without a fully completed application form.