Housing Officer - Triage and Assessment

The Housing Options Team is seeking a highly motivated and organised individual to join the front of house Triage Team, supporting those who are homeless or at risk of homelessness. The job requires excellent customer service, assessment, and communication skills. You will be the first point of contact for the service, undertaking a range of tasks including:

• Giving advice, guidance, and signposting to a range of customers.

• Setting up cases on a case management system and making initial enquires into individual’s circumstances.

• Been the first point of contact for a range of customers, the public, internal and external partners.

• Working as a team to deliver an excellent customer experience, both on the phone, face to face and via email.

Your job will be to ensure we are offering high quality advice and assistance to a range of customers, some of whom will be vulnerable and complex and could be in a state of crisis or distress. The focus of the role will be to assess customer needs, provide appropriate advice, support, signposting, and referrals alongside undertaking needs and risk assessment to determine priority and access to other services within the Housing Options Team and other partners if appropriate.

The role involves working in a fast paced, demanding customer service environment dealing with customers, face to face, over the phone and via a range of digital channels. You will need to be able to use your own initiative, think on your feet and problem solve effectively. Strong communication, interpersonal and listening skills are essential as a key focus of the post will be using a range of techniques to establish the needs and risk of customers in order to prioritise service responses. To do this effectively you will need to be able to work as part of a team and with wider partners.

4 GCSEs, including English and Maths or equivalent as well as a relevant NVQ level 3 are essential qualifications for the post.

Come and join the team making a difference to people in the borough.