Housing Options Support Officer

Sunderland City Council; Sunderland; On-site; GBP 24,000 - 30,000; Full time

Job summary

A local authority is seeking a Housing Options Support Officer to support the front-line team in delivering high-quality homelessness services. The role involves handling customer queries, processing applications, and managing inboxes. Ideal candidates will have experience in customer service and a housing or support environment. Join our supportive team and make a difference in the community. This position is subject to a DBS check.

Benefits

Pension scheme

Flexible working options

Qualifications

• Experience dealing with customers by phone and email.
• Work experience in a housing, homelessness, or support environment.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Support front-line team to deliver high-quality homelessness services.
• Handle queries via telephone and email.
• Assist with processing applications and managing inboxes.
• Make referrals to accommodation providers.

Skills

Customer service

Communication skills

Organizational skills

ICT skills (Microsoft Office, Teams, case management systems)

Job description

Are you passionate about making a difference in your community? Sunderland City Council’s Housing Options Team is looking for a Housing Options Support Officer to join our busy and dynamic service.

About the Role

As a Housing Options Support Officer, you will play a vital role in supporting our front‑line team to deliver high‑quality homelessness services. You will be the first point of contact for customers, handling queries via telephone and email, and assisting with key tasks such as processing applications, managing inboxes, and gathering information for personalised housing plans.

• Providing excellent customer service and initial housing advice.
• Monitoring and responding to housing‑related inboxes.
• Processing invoices and purchase orders promptly.
• Making referrals to accommodation providers and liaising with partner agencies.
• Supporting the team with administrative tasks, data entry, and research.

About You

We’re looking for someone who:

• Has experience dealing with customers by phone and email.
• Has worked in a housing, homelessness, or support environment.
• Is highly organised, with strong ICT skills (Microsoft Office, Teams, case management systems).
• Communicates clearly and effectively, both verbally and in writing.
• Can work under pressure in a fast‑paced environment and as part of a team.
• Demonstrates excellent customer service and attention to detail.

Why Join Us?

• Be part of a team that makes a real difference in people’s lives.
• Work in a supportive environment with opportunities to develop your skills.
• Enjoy the benefits of working for a local authority, including pension scheme and flexible working options.

This post is exempt from the rehabilitation of Offenders Act 1974 and therefore will be subject to a DBS check from the Disclosure and Barring Service.

Applications should be made online at northeastjobs.org.uk/sunderlandcitycouncil. For further assistance contact Customer Enabling Services by email: [e-mail].

Please note that CVs are not accepted.

Please note that all communication regarding your application for this post will be sent to the email address that you have registered online with North East Jobs, including your invitation to any online assessment you are required to undertake and your invitation to interview if you are short‑listed. Please check your email inbox after the closing date for notifications as you may not be notified by any other means. Please remember to check your junk mail items.