Housing Options Triage Officer

Hyndburn Borough Council; Accrington; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local authority in Accrington is seeking a Housing Options Triage Officer to join their Housing Advice and Homelessness team. You will be the first point of contact for customers needing housing assistance, providing essential support and conducting interviews. The ideal candidate will possess strong communication skills and experience in customer service, especially in vulnerable settings. This role requires working from the office five days a week.

Qualifications

• Must have strong interpersonal and communication skills.
• Experience in a customer-led service, particularly with vulnerable people.
• Ability to remain calm and empathetic under pressure.

Responsibilities

• Provide front-line advice and support for housing assistance.
• Conduct initial assessments to evaluate homelessness risk.
• Collaborate with Housing Advice Officers for early intervention.

Skills

Strong interpersonal and communication skills

Empathy in challenging situations

Experience in a front-line customer service

Knowledge of current homelessness legislation

Ability to manage customer expectations

Job description

We are looking for a professional and enthusiastic person to join our ambitious and industrious Housing Advice/Homeless prevention team. The Housing Advice and Homelessness service offers advice and assistance to people who are homeless or threatened with homelessness and housing options advice to those in housing need.

You will provide additional support to the Housing Advice & Homelessness Team and be the first point of contact for new enquiries, giving front-line advice and support to customers approaching the Council for housing assistance. The role requires conducting interviews with customers face to face or by telephone to undertake an initial assessment to ascertain the risk of homelessness and their housing needs

The housing options triage officer will work closely and collaboratively with Housing Advice and Homelessness Officers to provide early intervention assistance to tackle, prevent and reduce homelessness in the Borough

The successful candidate will have:

• Strong interpersonal and communication skills
• An ability to remain calm and empathetic in challenging situations
• Experience in a front-line, customer led service, particularly supporting vulnerable people.
• Knowledge of the current homelessness legislation would be an advantage
• The ability to understand and manage customer expectations and feedback negative decisions

Given the nature of this role, the post holder will be required to work from the office five days a week.

Vacancy Ref: 2302

Closing Date: 12 noon Tuesday 9 September 2025