Housing Access & Intake Specialist

Portsmouth City Council; Portsmouth; Sur place; GBP 25 000 - 32 000; Plein temps

Résumé du poste

Portsmouth City Council's Housing Needs Advice & Support team is seeking a Housing Triage Officer. As the first point of contact, you will handle a wide range of enquiries face-to-face, by phone and email, provide initial advice, and signpost to appropriate services.

You will assess customers, gather information, explain housing policy, and record interactions on our IT systems. The role requires empathy, resilience, and the ability to prioritise multiple requests in a busy housing service.

Qualifications

• Interest and experience with issues facing vulnerable and homeless households.
• Excellent listening skills and ability to gather information to understand needs.
• Clear verbal and written communication, including explaining housing policy.
• Excellent organisational skills and ability to prioritise daily demand from customers.
• Flexible, responsive to changing priorities and demand.
• Good team player with empathy and tact in customer interactions.
• Ability to think on your feet and adapt solutions.

Responsabilités

• Act as the first point of contact for customers seeking housing advice and help.
• Listen carefully to understand each customer’s circumstances and gather information.
• Provide initial assessment and advise on housing options (housing register, homelessness, private renting).
• Explain criteria for social housing and signpost to relevant services as needed.
• Use IT systems to maintain clear records of each contact.
• Undertake other administrative duties as required.

Connaissances

Listening skills

Empathy

Communication

Organisational skills

Team player

Adaptability

Resilience

IT skills

Outils

IT systems

Description du poste

Portsmouth City Council's Housing Needs Advice & Support team is seeking a Housing Triage Officer. As the first point of contact, you will handle a wide range of enquiries face-to-face, by phone and email, provide initial advice, and signpost to appropriate services.

You will assess customers, gather information, explain housing policy, and record interactions on our IT systems. The role requires empathy, resilience, and the ability to prioritise multiple requests in a busy housing service.