Property Licensing Investigation Support Officer

Job Summary

About the role

Do you care about safe, well‑managed housing and making a positive difference for residents? We are looking for a committed and customer‑focused Private Sector Housing Support Officer to support the council’s work to protect residents and improve housing standards across the borough.

As a Private Sector Housing Support Officer, you will play an important role in supporting the council’s work to improve standards and safety in private sector housing. You will help ensure services are delivered efficiently, consistently and in line with statutory and service requirements.

This is a varied and people‑focused role, supporting regulatory services through high‑quality administrative and customer support. You will act as a key point of contact for residents, landlords and partner agencies, helping to ensure enquiries are handled accurately, respectfully and in a timely manner.

Your work will support the wider housing service to operate effectively, respond to residents’ needs, and maintain clear, accurate records that underpin good decision‑making and service improvement.

Key responsibilities 

• Act as a professional first point of contact for customer enquiries via telephone, email and online forms.
• Provide clear, accurate and up‑to‑date information to residents, landlords and other stakeholders.
• Allocate and prioritise enquiries to ensure cases are directed to the appropriate officers and teams.
• Book appointments and support effective communication between officers, tenants and licence holders.
• Maintain accurate database records and prepare administrative, financial and performance reports.
• Prepare correspondence in response to complaints, enquiries and service requests.
• Balance competing priorities while supporting day‑to‑day administrative and operational activity.
• Support the training and development of junior or temporary staff, as directed.
• Signpost enquiries to relevant council services or external agencies, ensuring safeguarding and data protection requirements are met.
• Deal professionally with complex or challenging customer interactions, escalating issues where appropriate.
• Support service improvement by contributing to the development and implementation of new processes and procedures.

What we are looking for

We are looking for individuals who are organised, reliable and committed to delivering high‑quality public services.

• Experience working in a customer‑focused environment.
• Strong communication and interpersonal skills.
• Good organisational skills, with the ability to manage workloads and meet deadlines.
• Confidence using IT systems, including Microsoft Office applications.
• The ability to work both independently and as part of a team.
• A professional approach, with a commitment to fairness, consistency and good customer care.

If you are organised, customer‑focused and want to contribute to a service that supports safe and well‑managed housing, we would welcome your application.

This post is subject to Ealing's Enhanced Vetting process.

You must have the right to work in the UK.  Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we’re looking forward to hearing from you.

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Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing’s workforce.

Please note all applications will be determined on merit.