Housing Needs Frontline Advisor — Customer Access

Reading Borough Council; Reading; On-site; GBP 23,000 - 29,000; Part time

Benefits offered by this job

LGPS

Life Assurance

On-site day nursery

Season Ticket Loan

Lease car salary sacrifice

Flexible working

25 days holiday

Job summary

Reading Borough Council is seeking a part-time Housing Needs Service assistant on a 1-year fixed term maternity cover. The role is based at the civic centre in central Reading, with occasional home working as needed.

You will be the first point of contact for customers experiencing housing difficulties and provide essential support to the Homelessness Prevention Team. Key duties include managing diaries, booking home visits, updating housing plans, and providing administrative support such as

Qualifications

• Experience working in a customer-driven service and busy office environment.
• Excellent communication skills - face-to-face, written, and over the phone.
• Ability to work independently and as part of a team, prioritising tasks effectively.
• Strong IT skills and attention to detail when updating records.
• A proactive approach to problem-solving and building relationships with internal and external partners.

Responsibilities

• Delivering excellent customer service in a busy, pressurised environment.
• Assisting with diary management, home visit bookings, and emergency accommodation placements.
• Updating and monitoring personalised housing plans.
• Providing administrative support, including case logging, scanning documents, and taking meeting minutes.
• Responding to email and telephone enquiries, ensuring accurate case notes and updates.
• Using IT systems to maintain accurate records and data.

Skills

Excellent communication

Customer service

IT skills

Organisational skills

Teamwork

Problem solving

Tools

Case management software

Office software (Word/Excel)

Job description

Reading Borough Council is seeking a part-time Housing Needs Service assistant on a 1-year fixed term maternity cover. The role is based at the civic centre in central Reading, with occasional home working as needed.

You will be the first point of contact for customers experiencing housing difficulties and provide essential support to the Homelessness Prevention Team. Key duties include managing diaries, booking home visits, updating housing plans, and providing administrative support such as