Main duties:
• Deliver superior quality Homelessness and Housing Solutions and Advice Services that
are customer centric and have high regard for equality, diversity, understanding and
respect for people and their individual circumstances.

• Act as the central hub for all approaches and enquiries to the homelessness, housing
solutions and void and allocation service, committing to resolve all approaches and
enquiries at first point of contact and where they cannot be resolved, ensuring timely
co-ordination of onward referral to the right team or person.

• Operate a telephone duty system that ensures that all inbound telephone calls to the
service are handled professionally and within any set service levels in operation at the

• Operate a professional customer facing triage service at public offices on a duty rota
system, offering primary homelessness and housing solutions advice in accordance with
Part VI & VII of the Homelessness Act, The Housing Acts, Homelessness Reduction Act
and the Homelessness Code of Guidance, that enables customers to make informed
decisions about their housing options and that enables you to make a decision to refer
the case to a specialist officer through relevant systems and processes in operation at
the time.

• In cases of emergency homelessness, undertake to find and secure temporary
accommodation on behalf of specialist case officers.

• In accordance with the Allocations Policy, give appropriate advice to applicants wishing
to join the housing register, so that expectations are clearly managed, and they can
make informed decisions about their options before joining the register.

• Assess and administer all incoming correspondence in accordance with policy and
process in operation at the time.• Be responsible for the corporate ordering system for purchases.

• Assist and support all officers and managers in the service in undertaking their day-to-day duties.

• Assist and support the preparation of performance management reports and statistical
data for analysis and reporting.• Aid and support to managers in the development and implementation of service improvements, campaigns, and initiatives


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