Housing Customer Service and Planning Supervisor

Are you a confident leader with a passion for customer service and operational delivery?

We’re looking for an experienced and highly motivated Customer Service and Planning Supervisor to lead our busy Housing Support Hub teams.

This is a fast-paced and demanding role where no two days are the same. You’ll 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.

If you thrive under pressure, are solutions-focused and have a strong track record in managing people and handling complex customer queries and complaints, this could be the perfect opportunity for you.

About the role

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

This role plays a critical part in ensuring we meet our commitments to tenants, including responding to damp, mould and disrepair cases and maintaining strong communication throughout the customer journey.

What we’re looking for

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

What’s in it for you?

£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

We are proud to be a Disability Confident Employer and offer a range of active staff networks, including

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.

About us.

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.

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.

Please note, this post is subject to a basic DBS check

After reading the job description of what the role will involve, you feel you would like an informal chat about the role, please contact Laura McIndoe on 023 8028 5222

Closing date

11pm Monday 25th May 2026

Interview Date

Monday 1st June 2026

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.