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, 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 .
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.
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