Case Services Officer

Are you passionate about delivering excellent customer service and want to make a difference to the lives of Canterbury district residents? This could be your opportunity to join our team of Case Officers delivering frontline services to the Canterbury district. If you have an appetite for learning, enjoy variety and want to join a friendly team who are redefining how council services are delivered, we’d like to hear from you.

What’s in it for you?
- You will receive a salary of £27,958.94
- Cost of living pay award negotiated annually as a salary increase
- Flexible, hybrid working - we understand the importance of a good work-life balance.
- We offer a generous annual leave entitlement. You will receive 23 days annual leave, which increases with service, plus bank holidays, PLUS 3 given days which are used over the Christmas period when our main offices are closed.
- We work a 37-hour week Monday to Friday and do not work on Bank Holidays.
- A fantastic local government pension scheme.
- We’ll support and encourage your career by providing excellent opportunities for training and development.
- An easier commute: free use of Canterbury’s Park and Ride, flexi bus tickets and a cycle to work scheme.
- We have new offices right in the heart of the city centre.
- Employee perks, including multiple retailers and lifestyle discounts to help you get the most out of your money and enjoy your free time.
- Stay healthy: Access to free counselling, advice and webinars through our employee assistance programme, as well as contributions to the cost of Flu Jabs.

**About this Level 1 Cases Services Officer job**:
Here’s what you’ll be doing:

- Triaging customer contact regarding a range of issues but primarily associated with repairs and maintenance to our housing stock.
- Liaising with other teams and external companies to resolve the enquiry at first point of contact.
- You will also be involved with payment of invoices and raising purchase orders.
- Sending out correspondence to tenants when required.

**We are looking for someone with the following**:

- Someone who has experience in customer service.
- Applicants who are keen to develop knowledge of a wide range of services to advise and support colleagues across the Council
- As a Case Services Officer you will focus on providing an efficient and effective customer support service through responding/resolving cases across the Council for both internal and external customers to support the needs of the service delivery plan. On a case management basis, you will act as a point of contact for the customer to enhance the customer journey and experience.
- Work as a team player.
- Able to prioritise workload.
- Ability to communicate effectively with a diverse audience in writing and verbally on a wide range of services.
- Resilience to work in a fast-paced environment.
- Ability to multitask and effectively handle tasks or responsibilities that span various functions of our service delivery.

**Working pattern**:

- You will be working a 37-hour week Monday to Friday, excluding bank holidays. You will need to be able to work from 9am to 5pm.
- Our team is hybrid therefore we are required to go into the office and work together with working from home.
- The role is a permanent role,

Interviews are planned to take place week commencing 10th November 2025.

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.

**Site Maintenance Dates**:
Site maintenance is being carried out and may be unavailable on 25th October 2025 between the hours of 00:00 - 12:00.