Customer Advice and Support Worker – Front Door Team – #5299212

Customer Advice and Support Worker – Front Door Team – #5299212; Tees Valley; Hybrid; GBP 19,000 - 27,000; Full time

Benefits offered by this job

Weekly pay

Supportive management

Great transport links

Stable working environment

Job summary

Middlesbrough Borough Council is seeking a Customer Advice and Support Worker to join its Front Door Team, delivering face-to-face support at drop-ins, handling telephone and email inquiries, and triaging initial cases across homelessness, housing and domestic abuse. This role operates on a rota across multiple locations in a blended working pattern.

A formal social work qualification is not required, and the successful candidate will support information gathering, appointments, interpreters,

Qualifications

• Experience in housing, homelessness, or front-line support services.

Responsibilities

• Provide face-to-face support at drop-ins and handle inquiries by phone and email.
• Perform initial triage to assess priority cases and make short-term follow-up arrangements.
• Support Housing Solutions with information gathering, appointments, interpreters, and records.
• Carry out clerical tasks including minute taking, payments, and housing register enquiries.

Skills

Triage & assessment

Face-to-face support

Phone & email handling

Record keeping

Interpreters coordination

Job description

Middlesbrough Borough Council is seeking a Customer Advice and Support Worker to join its Front Door Team, part of a dedicated multi-disciplinary service covering homelessness, housing, and domestic abuse.

The Front Door Team acts as the central hub for initial triage, assessment, and short-term case oversight, ensuring service users with complex and often overlapping support needs are responded to quickly and appropriately. You will work in a fast-paced environment, providing face-to-face support at drop-in sessions, handling telephone and email enquiries, and carrying out triage to assess priority at first point of contact. You will support the Housing Solutions Team with information gathering, arranging appointments and interpreters, and maintaining accurate manual and computerised records.

Further duties include general clerical and administrative support — including minute taking, processing orders and payments, temporary accommodation administration, and managing housing register enquiries — alongside contributing to partnership working with external agencies and out-of-hours provision.

The role operates on a rota system across multiple locations within a blended working arrangement. This is a Social Care Unqualified post; a formal social work qualification is not required.

Rate: £16.72 per hour. Based at Fountain Court, Middlesbrough, TS1 9FT. Start date: 29 June 2026.

If you have experience in housing, homelessness, or front-line support services and are confident working with complex needs, please get in touch today.

What’s on offer:

• Excellent, competitive pay rates – paid weekly


• Supportive management team with approachable, experienced leaders


• A desirable location with great transport links


• A stable, well-resourced, and encouraging working environment