The Housing Options Team has recently undertaken a restructure in response to changing legislation, policy direction and demand pressures.
This will enable to service to focus on key areas of work, including:
· Moving from an essentially reactive crisis management service to a predominantly early intervention and prevention service.
· Improving customer access and experience of the service
· Working closely with partners to address the underlying causes of homelessness
A key part of achieving this vision is the development of the Triage and Assessment function, 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 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.
Come and join the team making a difference to people in the borough.