Are you passionate about improving services and ensuring customers receive a high-quality experience?

About the Role

We're looking for a proactive, organised and customer-focused individual to join our Housing Options Service as a Service Improvement Officer on a fixed term basis.

This is an exciting opportunity to play a pivotal role in improving services for residents who are homeless or at risk of homelessness. You will lead on investigating and responding to housing-related complaints, MP and Councillor enquiries, ensuring that customers receive timely, professional responses while identifying opportunities to improve services and outcomes.

Working closely with managers and frontline teams, you will analyse customer feedback, complaints data and performance information to identify trends, challenge existing processes and help deliver meaningful service improvements. You will have the opportunity to influence how services are delivered and ensure that learning from complaints results in positive change for residents.

This is a full-time position working 34 hours per week on a fixed term contract for 9-12 months, to cover a period of maternity leave. Initially the role will be office based, but there is flexibility for some home working subject to business needs.

About Swale Borough Council

Swale Borough Council is a progressive and ambitious Local Authority, located less than an hour from Central London in an attractive and diverse part of Kent involving urban, rural, and coastal areas. We believe that staff are our most valuable asset and we’re committed to attracting and retaining the very best. In recent times we have adapted and evolved to meet the current world by introducing a highly flexible hybrid working policy, along with a 34-hour week, recognising that staff wellbeing and work life balance is high on our agenda.

Our Offer

A range of benefits including:

34 hour full time working week with the offices closing at 1:30pm on Friday
Highly flexible hybrid working opportunities
7am to 7pm flexi time to suit personal circumstances for most role
Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave.
Additional 3 days leave given to enable a close down of the offices between Christmas and New year.
Free parking
Range of flexible working opportunities to accommodate people’s home/work life balance including compressed hours, 9-day fortnight, part time.
Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
Employee Assistance Programme which provides confidential & independent information and access to counsellors
Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family.
Life Assurance – three times your annual salary (for members of the LGPS)
Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax.
Annual flu vaccine
Cycle to work scheme
Staff benefits discounts on leisure, eating out, holidays and shopping
Excellent learning and career opportunities for committed individuals
A professional fee payment, if required for the role

About You

This role would particularly suit someone with experience of housing, homelessness, customer complaints or service improvement. You may already work in housing, homelessness prevention, social housing, local government, customer services or a similar environment and be looking for an opportunity to use your knowledge to influence service quality and customer outcomes.

Knowledge of housing and homelessness legislation would be an advantage, as many complaints relate to homelessness applications, housing register decisions and temporary accommodation.

You will be a customer-focused problem solver with excellent communication skills and the ability to monitor and implement change processes.

Selection Process

Following the submission of your application form, it will be reviewed by the recruiting manager. Those that are successful in securing an interview can expect job specific interview assessment, followed by an interview.

Swale Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.

If you would like to discuss this position, please contact Roxanne Sheppard on 01795 417588

Interview Date: 9^th September 2026