This is a fast-paced, customer-facing position where you will act as the first point of contact for residents, providing immediate housing advice, triaging cases and coordinating responses to ensure customers receive the right support at the earliest opportunity.
The Role
·Act as the first point of contact for residents presenting with housing issues, delivering a high-quality triage and advice service.
·Provide rapid responses to housing enquiries via front of house, telephone, email and web forms.
·Work proactively to prevent homelessness at first contact, including negotiation with landlords, family members and other stakeholders.
·Coordinate appointments for Housing Options Officers, visiting officers and tenancy relations officers.
·Manage and monitor incoming enquiries, allocating cases appropriately across the service.
·Provide housing advice, signposting and initial decision letters in line with legislation and council procedures.
·Support customers to explore housing options including private rented sector, mutual exchange, mobility schemes and homelessness prevention tools.
·Work closely with internal teams and external partners including housing providers, DWP, health services, probation and third sector organisations.
·Ensure all case information is accurately recorded on relevant systems and meets reporting requirements.
·Support vulnerable households, including those with mental health, substance misuse or complex needs, ensuring appropriate referrals are made.
·Assist in the assessment of applications under Part VI and Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017.
·Contribute to homelessness prevention initiatives and continuous service improvement.
Key Requirements
·Experience working within a Housing Options, Homelessness or Housing Advice environment.
·Strong understanding of homelessness legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017.
·Experience delivering frontline customer service and housing advice.
·Ability to manage a high-volume caseload in a fast-paced, front-facing environment.
·Strong communication and negotiation skills with the ability to resolve complex situations.
·Experience working with vulnerable clients and partner agencies.
·Good IT skills with experience maintaining accurate case records.
·Ability to work to targets, deadlines and performance standards.
What you need to do now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your CV today.
If you do not hear from us within 48 hours, unfortunately your application has not been successful.
Footnote
If you feel that this job matches your skill set but not your location, rate or current seniority, please still feel free to send us your CV. We constantly recruit for similar roles across Housing Options, Homelessness Prevention and Housing Advice services throughout the UK.
Even if you are happy in your current role, we welcome calls from Housing Options Officers, Triage Officers, Homelessness Prevention Officers and Housing Advice Officers looking to make future connections.
Our specialist team at Carrington West has over 100 years of combined experience in this market. By applying for this position, you agree that Carrington West may hold and process your personal data in accordance with our Data Protection Policy. Your details will only be shared with third-party clients relevant to roles you have applied for. You may withdraw consent at any time by contacting us
Salary description
£23.23 - £23.23 per hour