Housing Options Support Officer

Make a difference by helping people access safe, secure housing.

We are looking for a proactive, customer‑focused Housing Options Support Officer to join our busy Housing Options Team. You will play a key role in supporting residents by providing accurate housing advice, coordinating new enquiries, and helping customers navigate their housing options at times when they need it most.

This role is ideal for someone experienced in housing or homelessness services who is confident communicating with the public, able to manage competing priorities, and committed to delivering high‑quality support.

You will be responsible for providing expert, comprehensive housing advice and coordinating all incoming approaches to the Housing Options Team, along with:

Carrying out complex casework investigations, ensuring accurate evidence for legal decision.
Identifying the legal status of applications through careful investigation and interpreting statutory duties.
Issuing written decisions where no homelessness duties are owed under relevant legislation (e.g., Housing Act 1996 Part VII, Homelessness Act 2002, Localism Act 2011, HRA 2017).
Maintaining detailed records and reporting statistics internally and to MHCLG.
Keeping up to date with legislative, policy and procedural changes and recommending improvements.

To excel in this role it is essential that you hod Level 3 Housing‑related qualification, have experience in homelessness, housing advice or a related field, along with:

Experience working directly with the public, particularly vulnerable customers, in a frontline environment.
Excellent customer service skills with the ability to work in challenging or pressured situations.
Ability to plan, prioritise and manage your workload.
Confident communicator with strong interpersonal skills.
Ability to take ownership of actions and respond appropriately.

Click to view a full Job Description

For an informal discussion about the role please contact Eve Stanley, Senior Housing Options Officer on 01233 330506

When Applying - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email recruitment@ashford.gov.uk

Hybrid Working – While we fully support hybrid working and recognise the importance of balancing work and home life, this is a customer facing role that requires a strong on site presence. The team works on a rota system to ensure we maintain consistent service levels and have sufficient office cover at all times. Our approach to hybrid working is designed to promote wellbeing, personal development, and effective collaboration, both in the office and at home.

Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.

With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications form the Armed Forces Community