- Speaking with customers by phone, email and in person.
- Contacting landlords, support services and other organisations to gather information.
- Writing clear notes and letters that explain next steps.
- Keeping records accurate and up to date.
- Can listen calmly and treat people with respect, even when emotions are running high.
- Are organised and able to follow clear processes.
- Communicate clearly in writing and conversation.
- Are comfortable using everyday IT systems (email, online forms, spreadsheets etc.)
- A structured induction and clear training.
- Ongoing support from experienced colleagues.
- Regular check‑ins with your manager
- Clear expectations about your role and workload.
- Benenden Health and an Employee Assistance Program
- Local Government Pension Scheme
- Generous annual leave
- Staff discounts, including leisure facilities
- On‑site parking
- Neurodivergent candidates
- People with disabilities.
- People from working‑class or socially deprived backgrounds
- People returning to work or changing career
- People who haven't previously seen local government as \"for them\"
- A relaxed chat over coffee or a short walk
- A conversation in a space that feels comfortable to you
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Triage Officer - Dover - Dover District Council
Description
Housing Options Triage Officer
\"A role for people who care about fairness, stability, and doing the right thing\"
About the role
People come to the Housing Options team when something in their life has changed, a relationship has ended, a tenancy has broken down, money has become tight, or home no longer feels safe.
As a Housing Triage Officer, you'll be the first conversation someone has with the council about their housing situation. How that conversation feels matters.
Your role is to listen carefully; gather information and make sure they're guided to the right support. You won't be expected to have all the answers, but you will help people feel heard and supported at a stressful moment.
You will play an important part in keeping the service running smoothly by:
This role matters. The way someone is treated at first contact can shape their whole experience of the housing service and the Council.
This role is about being steady, organised and human, even when situations are complicated.
Who we are looking for
We're interested in how you understand people and systems, not where you learned it.
You might be a good fit if you:
Lived experience matters here.
If you have navigated housing services, benefits, caring responsibilities or other public systems, personally or while supporting others, that experience is valued and relevant.
You don't need previous housing experience.
You don't need formal qualifications.
You do need empathy, reliability and a willingness to learn.
How we'll support you
We know this work can be demanding, so support isn't an afterthought, its built in.
You'll receive
You won't be expected to handle everything on your own and asking questions is encouraged, not judged.
What we offer
Alongside meaningful work that directly supports local residents, you'll have access to:
We're committed to creating a workplace where people can do important work without burning out and where different backgrounds and ways of thinking are genuinely welcome.
Disability confident and diversity
Dover District Council is a Disability Confident employer, proud of its diverse workforce and its commitment to supporting local employment opportunities.
We welcome applications from:
We also recognise that traditional interviews aren't for everyone, they can be stressful, especially if you feel anxious in formal settings.
If that sounds familiar, we can consider alternatives, for example:
Our goal is simple, we want to get to know you, your skills and your experiences, not see how you can perform under pressure in a meeting room
A final note, from Elly Toye, Housing Options Manager
If you're reading this and wondering whether you're \"good enough\", please apply.
We're not looking for perfection. We're looking for people who want to do meaningful work, with support, in a team that values care as much as competence.
If you've ever thought \"I wish someone had explained this to me properly\", this role might be for you.
Due to the nature of this role, the successful applicant will be required to undertake a Basic DBS check as well as a Baseline Personal Security Standard (BPSS) as part of their pre‑employment clearances.
If you would like a further discussion about the post, then please contact Ms Pam Millington at or on
Closing date 1 March 2026
Interviews to be held on 10 March 2026
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