NADIM CHOWDHURY
Kent
Summary
A proactive local authority officer with experience in housing services, complaints management, and case coordination within a council environment. Skilled in managing complex resident enquiries, coordinating multi-agency responses, and maintaining accurate records in line with policy and regulatory requirements. Experienced in working with vulnerable residents, prioritising competing demands, and delivering customer-focused outcomes under pressure. A confident communicator with a strong understanding of local authority processes and a commitment to delivering high-quality public services.
Overview
4
4
years of professional experience
Work history
Housing Customer Relations Officer (FTC)
Medway Council
2025.04 - 2026.03
- Act as a primary point of contact for residents regarding housing enquiries, complaints, and service issues across tenancy, repairs, allocations, and homelessness matters.
- Assess issues and direct cases to appropriate housing teams based on urgency, risk, and service area.
- Coordinate responses to formal complaints, Councillor enquiries and MP enquiries in line with statutory deadlines.
- Demonstrate awareness of relevant housing legislation, including the Homelessness Reduction Act 2017, council policies, and safeguarding procedures when coordinating case responses
- Liaise with internal housing teams, contractors, and partner agencies to investigate issues and progress actions on behalf of residents.
- Maintain accurate case records on internal systems in accordance with council policies, procedures, and data protection requirements.
- Identify safeguarding concerns and escalate appropriately in line with organisational protocols.
- De-escalate challenging situations, manage expectations, and support vulnerable residents with a calm and empathetic approach.
- Identify recurring issues across cases and escalate them to relevant teams to support service improvement.
- Prepare clear written responses, reports, and correspondence for senior officers.
Background Screening Analyst
Certn
2024.09 - 2025.03
- Conducted thorough background checks on candidates’ education, employment history, financial records, criminal records, and references using multiple databases.
- Analysed complex information and identified discrepancies, escalating concerns in line with regulatory requirements.
- Handled sensitive personal data in accordance with data protection legislation and company policies.
- Produced detailed reports for stakeholders to support informed decision-making.
- Conducted additional investigations where inconsistencies arose and communicated findings clearly to relevant parties.
- Prioritised a high-volume workload while meeting strict deadlines and quality standards.
Customer Care Advisor (Contract)
Barclays
2024.03 - 2024.08
- Handled customer banking queries, complaints and escalations, providing clear explanations and resolutions within policy guidelines.
- Supported vulnerable customers by identifying additional needs and adapting communication accordingly.
- De-escalated challenging conversations and managed customer expectations effectively.
- Liaised with internal departments to resolve complex issues and ensure appropriate outcomes.
- Managed sensitive financial information in line with data protection requirements.
Mortgage Helpline Consultant (Contract)
Strike
2023.04 - 2024.02
- Provided guidance on mortgage products, repayments, and account management to customers.
- Explained financial commitments clearly to support informed decision-making.
- Conducted first stage affordability assessments and assisted customers with loan applications.
- Handled complex enquiries involving financial risk and personal circumstances.
- Maintained high standards of customer service while working to performance targets.
Valuation Survey Coordinator (FTC)
E.Surv Chartered Surveyors
2022.06 - 2023.03
- Coordinated property valuation appointments and acted as a central point of contact for surveyors, tenants, landlords, and stakeholders.
- Managed diaries and scheduled site visits efficiently within strict timescales.
- Resolved access issues and logistical problems to ensure surveys proceeded as planned.
- Maintained accurate records and documentation relating to property transactions.
- Oversaw Disclosure of Incentive Forms (DIF) for new-build properties in accordance with industry requirements.
- Monitored progress of valuations and kept stakeholders informed of timelines and issues.
Education
Certificate of Higher Education -
Canterbury Christ Church University
09/2021 - 06/2022
BTEC Level 3 Extended Diploma -
Midkent College
09/2019 - 06/2021
GCSEs -
St John Fisher Catholic School
09/2014 - 06/2019
Skills
- Housing case management
- Conflict resolution and de-escalation
- Supporting vulnerable residents
- Stakeholder liaison and partnership working
- Service improvement and problem solving
- Managing competing priorities
- Working to statutory deadlines
- Microsoft Office (Excel, Word, Outlook)
Timeline
Housing Customer Relations Officer (FTC)
Medway Council
2025.04 - 2026.03
Background Screening Analyst
Certn
2024.09 - 2025.03
Customer Care Advisor (Contract)
Barclays
2024.03 - 2024.08
Mortgage Helpline Consultant (Contract)
Strike
2023.04 - 2024.02
Valuation Survey Coordinator (FTC)
E.Surv Chartered Surveyors
2022.06 - 2023.03
Certificate of Higher Education -
Canterbury Christ Church University
09/2021 - 06/2022
BTEC Level 3 Extended Diploma -
Midkent College
09/2019 - 06/2021
GCSEs -
St John Fisher Catholic School
09/2014 - 06/2019