The Housing Solutions Assistant provides essential administrative and customer‑facing support to the Housing Options and Homelessness Service within the Place & Growth Business Unit.
Acting as a key first point of contact, the role delivers initial triage and housing advice to help prevent homelessness, managing enquiries by phone, in writing and in person. The postholder supports Housing Options Advisers and Team Leaders by maintaining accurate records, supporting statutory homelessness processes, and ensuring smooth progression of casework.
Given the specialist nature of the work, an understanding of housing legislation, statutory duties and internal procedures is desirable. The role is closely embedded within the Housing and Homelessness teams to ensure effective day‑to‑day service delivery.
RESPONSIBILITIES
* Act as a key first point of contact for the Housing Solutions and Homelessness service, providing an exceptional, professional and responsive reception and enquiry function that supports some of the most vulnerable residents and enables effective early intervention.
* Undertake initial client assessment to accurately identify housing needs, ensuring individuals are directed to the correct Adviser, service or partner agency, and supporting the timely progression of statutory homelessness duties.
* Provide initial housing advice—by phone, in writing and in person—helping residents understand their housing options and contributing directly to homelessness prevention wherever possible.
* Ensure all housing‑related advice materials, forms, documentation and resources are kept up to date, accessible and aligned to statutory guidance and internal processes, supporting a consistent and high‑quality service.
* Support the operation of critical information, performance and financial monitoring systems that underpin the delivery of the Housing Solutions service, ensuring accurate data entry, reporting and insight to inform decision‑making.
* Maintain and update rota arrangements as directed by the Team Leader, supporting the smooth day‑to‑day functioning of the service and continuity of customer contact.
* Assist clients sensitively and effectively with completing referral and application forms to ensure they can access the right support quickly and without barriers.
* Contribute to the development and maintenance of robust administrative, financial and information systems—including spreadsheets and databases—integral to the delivery of a compliant, high‑performing housing and homelessness service.
* Support the coordination of team and office diaries, arranging appointments and preparing briefing information where required, ensuring Advisers and Leaders can operate efficiently.
* Carry out essential administrative tasks, including photocopying, printing and postal work, that support the smooth running of the service and wider team.
* Arrange meetings to a high standard, including preparing papers, coordinating attendees and taking accurate and timely minutes that support follow‑up and service continuity.
* Work closely with partner agencies—including Registered Providers and private landlords—to make timely referrals and facilitate effective joint working that supports positive housing outcomes for residents.
ADDITIONAL RESPONSIBILITIES
* This role is a Hybrid Worker and you will spend the majority of your time on site. You will be required to work from other Council locations and may also work from home on an occasional basis with agreement from your line manager.
* This role requires you to undertake other duties, commensurate with the grade, as may reasonably be required and in line with organisational development and change.
ESSENTIAL
* Five GCSEs including Maths and English, or equivalent qualifications/experience.
* Proven experience of working with the public in an advisory or customer‑facing capacity.
* Demonstrated ability to represent the organisation effectively to deliver excellent and efficient services.
* A strong customer‑focused approach, with the ability to engage sensitively and professionally with residents.
* High levels of self‑motivation, with a commitment to achieving excellent and sustainable outcomes.
* Ability to prioritise, meet deadlines and manage competing demands in a busy environment.
* Effective negotiation skills to support positive housing outcomes.
* Ability to manage a caseload confidently, efficiently and with appropriate judgement.
* Excellent written and verbal communication skills, with the ability to convey complex information clearly.
* Confident working knowledge of PCs, digital systems and e‑government platforms.
* Willingness and ability to travel across Cheshire West and Chester as required.
DESIRABLE
* Working knowledge of relevant housing and homelessness legislation.
* Housing‑related experience.
* Experience providing housing advice.
* Experience of Choice‑Based Lettings and Allocations.
* Experience supporting homelessness determinations.
* Experience applying or interpreting related housing legislation.
* Ability to introduce, interpret and respond to new initiatives and changes in legislation.
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