Housing Solutions Support Officer

Elmbridge Borough Council; Esher; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Excellent pension

Discounts with local businesses

Free employee parking at the Civic Cen

Your birthday off

Time off between Christmas and NewYear

Job summary

Elmbridge Borough Council is seeking a Housing Solutions Support Officer in Esher. The role provides vital administrative, operational and customer-facing support across homelessness, temporary accommodation, private rented sector schemes and social housing allocations.

The Housing Solutions Team handles statutory duties, customer enquiries and accommodation pathways. You will maintain records, assist with applications and coordinate placements while ensuring data integrity and compliance.

Qualifications

• Experienced customer-focused administrator.
• Experience working in a fast-paced frontline environment.
• Support vulnerable customers.

Responsibilities

• Act as a first point of contact for customers, landlords, and partners via telephone and email with clear, accurate advice.
• Respond to enquiries across homelessness, temporary accommodation, private rented sector and housing register services.
• Assist applicants to complete homelessness and housing register applications, gather evidence and follow up.
• Support sourcing and monitoring of temporary accommodation placements and manage records across housing systems.
• Support income maximisation activities, including housing benefit setup and debt recovery processes.
• Prepare and process documentation for tenancies, deposits, nominations and adverts.
• Coordinate with housing officers and partners to ensure service continuity.

Skills

Customer service

Frontline experience

Administration

Organisational skills

Job description

Elmbridge Borough Council, Civic Centre, High Street, Esher, Surrey, KT10 9SD

Contract:

Permanent

Working Pattern:

Full Time

Hours:

36 hours per week.

DBS Check:

Yes

Closing Date:

26/08/2026 at 09:00

Reference:

SER/26/342882

Are you an experienced customer-focused administrator with a passion for housing services?

Do you have experience working in a fast-paced frontline environment, supporting vulnerable customers?

Are you looking for a role where your work makes a real difference to people’s lives?

If you have answered yes to all three questions, then Elmbridge is here for you.

We are seeking a highly motivated and organised individual to join our Housing Solutions Service as a Housing Solutions Support Officer. This role sits at the heart of our service, providing vital administrative, operational and customer-facing support across homelessness, temporary accommodation, private rented sector schemes and social housing allocations.

The Housing Solutions Support Team is the engine room of the service, ensuring statutory duties are met, customers are supported effectively, and accommodation pathways run smoothly. You will play a crucial role in responding to high volumes of enquiries, supporting applicants through complex housing processes, coordinating accommodation placements, and maintaining accurate records across multiple systems.

A typical working day would look like:

• Acting as a first point of contact for customers, landlords, accommodation providers and partner agencies via telephone and email, providing clear, accurate advice
• Managing and responding to enquiries across homelessness, temporary accommodation, private rented sector and housing register services
• Supporting applicants to complete homelessness and housing register applications, gathering evidence and carrying out structured follow-up interviews
• Assisting with the sourcing, administration and monitoring of temporary accommodation placements, including hotels and private sector properties
• Maintaining accurate and up-to-date records across housing systems, ensuring data integrity and compliance with statutory requirements
• Supporting income maximisation activities, including housing benefit setup, charges, invoices and debt recovery processes
• Preparing and processing documentation for tenancies, deposits, nominations and property adverts
• Working closely with housing officers and external partners to ensure service continuity, especially during peak demand

This is more than a job opportunity; it is your chance to play a key role in supporting residents at times of real need and to be an integral part of Elmbridge’s housing service, helping people access and sustain safe and suitable accommodation.

For an informal discussion about the role, please contact the Team Leader – Homelessness Prevention & Advice.

Please read the job description and person specification carefully before applying.

About us

• Flexibility: We understand the importance of work-life balance and offer a hybrid working approach to support you
• Wellbeing: When you thrive, Elmbridge thrives. We offer a strong and varied wellbeing programme for our employees
• The package: Including an excellent pension, discounts with local businesses, free employee parking at the Civic Centre, your birthday off, and time off between Christmas and New Year without needing to use annual leave

Closing date for advert – 2x weeks from date it is advertised, so 26/08/2026

Elmbridge Borough Council - Working for Equality. We welcome applications from all sections of the community. If you require any adjustments to be able to engage in the recruitment process for this role, please let us know by emailing [e-mail]