Housing Triage Officers

London Borough of Merton; Wimbledon; Sur place; GBP 24 000 - 32 000; Plein temps

Résumé du poste

The London Borough of Merton is seeking a proactive Housing Triage Officer to join its Housing Options service at Wimbledon. You will be the first contact for residents seeking housing advice, conducting initial triage, identifying urgent needs and guiding cases to the right team.

The role requires clear communication, empathy and strong organisational skills to manage a busy caseload and deliver high quality customer service.

Qualifications

• Clear and effective communicator with strong customer service ethos.
• Experience in frontline housing services or welfare support preferred.
• Ability to work under pressure and manage competing priorities within a busy service.

Responsabilités

• Act as the first point of contact for customers seeking housing and homelessness assistance.
• Undertake initial triage assessments to establish circumstances, housing needs and urgency.
• Identify customers who are homeless or at risk and refer appropriately for further assessment.
• Recognise cases requiring urgent intervention, including safeguarding concerns.
• Provide clear housing advice including options and support services.
• Gather relevant information to support effective case progression.
• Accurately record information and actions on case-management systems.
• Manage telephone, online and face-to-face enquiries in a busy service environment.
• Collaborate with Housing Options Officers and other services.
• Manage customer expectations and explain processes and next steps clearly.
• Deliver a high standard of customer service, even with distressed customers.

Connaissances

Customer service

Communication

Triage

Organisational skills

Case management

Outils

Case-management software

Description du poste

Advert Text

Housing Triage Officer

We are looking for a confident, customer-focused and organised Housing Triage Officer to join our Housing Options service.

As a Housing Triage Officer, you will provide the first point of contact for residents approaching the Council for housing advice and homelessness assistance. You will carry out an initial assessment of customers' circumstances, identify immediate housing needs and risks, provide appropriate advice and ensure cases are referred promptly to the correct service or officer.

This is a busy frontline role where you will deal with a wide range of enquiries, including customers who may be homeless or threatened with homelessness, experiencing relationship breakdown, fleeing domestic abuse, facing eviction or experiencing other housing difficulties.

Key responsibilities

• Act as the first point of contact for customers seeking housing and homelessness assistance.
• Undertake effective initial triage assessments to establish customers' circumstances, housing needs and urgency.
• Identify customers who are homeless or threatened with homelessness and ensure they are referred appropriately for further assessment.
• Recognise cases requiring urgent intervention, including potential safeguarding concerns and customers at immediate risk.
• Provide clear and accurate housing advice, including information about housing options and relevant support services.
• Gather relevant information and documentation at the earliest opportunity to support effective case progression.
• Accurately record customer information, advice and actions on relevant case-management systems.
• Manage telephone, online and face-to-face enquiries effectively within a busy service environment.
• Work collaboratively with Housing Options Officers and other internal and external services.
• Manage customer expectations professionally and explain processes and next steps clearly.
• Provide a high standard of customer service, including when dealing with customers who may be distressed, frustrated or experiencing difficult circumstances.
• Contribute towards an efficient, responsive and customer-focused Housing Options service.