Hybrid Housing Triage & Advice Officer

Sevenoaks District Council; Sevenoaks; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Sevenoaks District Council is seeking a Housing Triage and Support Officer to join the Housing Options and Solutions Team. You will perform rapid assessments, provide housing advice, and help route customers to the right support to prevent homelessness.

The role covers phone triage, face-to-face duties, case management, and collaboration with partners. A customer-focused, resilient approach is essential in a busy, hybrid office environment.

Qualifications

• Experience providing housing advice, guidance or support to customers.
• Ability to assess circumstances and identify needs.
• Strong communication and interpersonal skills.
• Calm, empathetic and non-judgemental approach.

Responsibilities

• Undertake rapid initial assessments of customers' housing needs and support requirements.
• Provide clear and timely housing advice and guidance.
• Carry out telephone triage and face-to-face walk-in duties.
• Refer or signpost to appropriate services and partner agencies.
• Maintain accurate case records and complete administrative tasks.
• Participate in duty rota and respond to urgent homelessness enquiries.
• Collaborate with colleagues and external partners to coordinate support.

Skills

Housing knowledge

Customer service

Communication

Empathy

Decision making

Microsoft Office

Tools

Case management system

Microsoft Office

Job description

Sevenoaks District Council is seeking a Housing Triage and Support Officer to join the Housing Options and Solutions Team. You will perform rapid assessments, provide housing advice, and help route customers to the right support to prevent homelessness.

The role covers phone triage, face-to-face duties, case management, and collaboration with partners. A customer-focused, resilient approach is essential in a busy, hybrid office environment.