Frontline Housing Triage & Advice Coordinator

Carrington West; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Carrington West is seeking an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team in Greater London. You will be the frontline contact, delivering rapid housing advice, triage, and coordinating responses to ensure residents receive the right support at the earliest opportunity.

In this fast-paced, customer-facing role you will work with housing providers and partners, manage high-volume enquiries, signpost users to suitable options, and help prevent homelessness

Qualifications

• Experience in Housing Options, Homelessness or Housing Advice environment.
• Strong understanding of homelessness legislation (Housing Act 1996; Homelessness Reduction Act 2017).
• Experience delivering frontline customer service and housing advice.

Responsibilities

• Act as the first point of contact for residents, delivering a high-quality triage and advice service.
• Provide rapid responses to housing enquiries via front of house, telephone, email and web forms.
• Coordinate appointments for Housing Options Officers and other tenancy staff.
• Manage and monitor incoming enquiries, allocating cases across the service.
• Provide housing advice, signposting and initial decision letters in line with legislation.

Skills

Frontline customer service

Housing advice

Caseload management

Negotiation

Tools

Case management software

Job description

Carrington West is seeking an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team in Greater London. You will be the frontline contact, delivering rapid housing advice, triage, and coordinating responses to ensure residents receive the right support at the earliest opportunity.

In this fast-paced, customer-facing role you will work with housing providers and partners, manage high-volume enquiries, signpost users to suitable options, and help prevent homelessness