Impactful Housing Helpline Adviser (Flexible Hours)

SHELTER HOUSING AID AND RESEARCH PROJECT (LEICESTER); Glasgow; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

30 days annual leave

Pension

Travel loans

Cycle to work scheme

Employee assistance programme

Job summary

Shelter Scotland operates a free telephone and online helpline delivering housing advice to thousands across Scotland. The Helpline Adviser role focuses on assisting clients with housing issues, welfare benefits and debt, using empathetic listening to identify needs and provide practical solutions.

You will handle telephone, digital and email inquiries, perform initial fact-finding, and guide clients through available housing options while maintaining accurate CRM records.

Qualifications

• Experience of telephone advice work with a focus on housing law, welfare benefits and debt.
• Proficiency in listening to client needs and providing clear guidance.

Responsibilities

• Deliver housing advice via telephone, digital and email channels to clients across Scotland.
• Conduct initial fact-finding interviews to identify needs and provide informed guidance on housing cases.
• Enter client details accurately into the CRM system.
• Support and training provided as needed.

Skills

Telephone advice

Listening skills

Microsoft Office

CRM entry

Tools

CRM system

Word

Excel

Job description

Shelter Scotland operates a free telephone and online helpline delivering housing advice to thousands across Scotland. The Helpline Adviser role focuses on assisting clients with housing issues, welfare benefits and debt, using empathetic listening to identify needs and provide practical solutions.

You will handle telephone, digital and email inquiries, perform initial fact-finding, and guide clients through available housing options while maintaining accurate CRM records.