Frontline Housing Triage Specialist

London Borough of Merton; Wimbledon; On-site; GBP 24,000 - 32,000; Full time

Job summary

The London Borough of Merton is seeking a proactive Housing Triage Officer to join its Housing Options service at Wimbledon. You will be the first contact for residents seeking housing advice, conducting initial triage, identifying urgent needs and guiding cases to the right team.

The role requires clear communication, empathy and strong organisational skills to manage a busy caseload and deliver high quality customer service.

Qualifications

• Clear and effective communicator with strong customer service ethos.
• Experience in frontline housing services or welfare support preferred.
• Ability to work under pressure and manage competing priorities within a busy service.

Responsibilities

• Act as the first point of contact for customers seeking housing and homelessness assistance.
• Undertake initial triage assessments to establish circumstances, housing needs and urgency.
• Identify customers who are homeless or at risk and refer appropriately for further assessment.
• Recognise cases requiring urgent intervention, including safeguarding concerns.
• Provide clear housing advice including options and support services.
• Gather relevant information to support effective case progression.
• Accurately record information and actions on case-management systems.
• Manage telephone, online and face-to-face enquiries in a busy service environment.
• Collaborate with Housing Options Officers and other services.
• Manage customer expectations and explain processes and next steps clearly.
• Deliver a high standard of customer service, even with distressed customers.

Skills

Customer service

Communication

Triage

Organisational skills

Case management

Tools

Case-management software

Job description

The London Borough of Merton is seeking a proactive Housing Triage Officer to join its Housing Options service at Wimbledon. You will be the first contact for residents seeking housing advice, conducting initial triage, identifying urgent needs and guiding cases to the right team.

The role requires clear communication, empathy and strong organisational skills to manage a busy caseload and deliver high quality customer service.