Overview
Triage Officer – Ashford – Full Time (Temporary)
Provide expert housing advice and triage incoming enquiries for the Housing Options Team, ensuring residents receive timely support to prevent homelessness.
Responsibilities
* Triage and assess all incoming housing enquiries, allocating cases appropriately and identifying emergency cases for immediate support.
* Provide low-level housing advice via phone, email, or face-to-face, including explanations of legislation and council housing policies.
* Maintain accurate and detailed records of all communications and casework on the council’s computer system.
* Coordinate and monitor case allocations across the team to ensure fair workload distribution.
* Support Housing Options Officers by investigating cases, preparing case notes, and assisting with decision-making under housing legislation.
* Liaise with internal departments and external agencies to ensure seamless customer service.
* Contribute to the promotion and continuous improvement of housing services and homelessness prevention initiatives.
The Candidate
We are seeking candidates with previous experience in housing advice, homelessness prevention, or a customer-facing housing role.
Additional experience
* Knowledge of housing and homelessness legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017.
* Experience working in front-line customer service, particularly with vulnerable clients.
* Ability to prioritise, plan, and allocate work effectively to meet deadlines.
* Excellent communication and interpersonal skills to engage with a range of stakeholders.
* Ability to remain calm under pressure and deliver high-quality customer service.
The Contract
* Working Hours: Monday–Friday, 09:00–17:00
* Length of Contract: 3 Month Temporary Contract
* Rate: The pay for the role is £15.66 per hour LTD company rate. The PAYE equivalent is £13.44 per hour, inclusive of holiday.
How to apply
If interested in this role, please apply directly or email or call 01772 208 966 and ask for Beth to discuss further.
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