Interview date: Week commencing Monday 23 June 2025
Housing - Empowering Housing Solutions for All in Wiltshire
Our Housing Solutions team ensures that customers can access housing advice and support if they're in housing need or are homeless. The aim is to help people in housing need find suitable and affordable housing.
Main duties of the job
As a Housing Triage and Needs Officer, you will provide housing advice by telephone, in writing, and assess housing needs for the council's Housing Register. You will issue formal decisions about people's housing needs, ensuring fair and lawful operation of the housing allocations scheme. The role requires empathy, agility, customer focus, and trauma-informed approaches. You will quickly evaluate situations, offer person-centred advice, make inquiries, and communicate complex information clearly. Candidates with relevant experience and transferable skills will be considered. This role offers an opportunity to make a positive impact in the community by supporting those in unsuitable housing and empowering them to improve their housing prospects.
About us
Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. We focus on getting the things that matter to our people right.
Job responsibilities
The Housing Triage and Needs Officer will communicate effectively with customers via phone, email, and in writing, often handling sensitive issues related to serious illness, disability, homelessness, relationship breakdown, domestic abuse, or harassment. Building rapport, de-escalating conflicts, and providing tactful, professional responses are essential. The role involves sharing knowledge with team members, ensuring continuity of service, and performing housing needs assessments, including:
* Receiving service requests via multiple channels
* Having strength-based conversations to understand housing issues and resources
* Signposting to community services
* Supporting online self-help tools and webchat (when adopted)
* Issuing advice and referrals for homelessness and housing allocation
* Performing housing needs assessments, considering eligibility, and issuing legal decisions
* Maintaining accurate records and performing annual renewals
* Supporting lettings and sales processes
* Resolving issues and liaising with colleagues and external agencies
* Handling customer feedback and complaints appropriately
* Identifying risks to adults or children and making referrals
* Updating website content and responding to civil emergencies
* Engaging in personal development and maintaining customer records
Person Specification
Experience
* Relevant practical experience and advanced understanding of procedures
* Knowledge of specialist functions, ICT skills, and customer service experience
* Experience working with the public and within a team to meet targets
* Organisational, planning, and problem-solving skills
Qualifications
* Level 3 / National Diploma or equivalent experience
* Experience in housing advice or social/health care roles
* Excellent communication, negotiation, and interpersonal skills
* Ability to work independently and prioritize tasks
* Knowledge of housing legislation and best practices
* Fluency in English and ability to write clear, defendable decisions
This job is active and accepting applications.
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