Services Assistant

Homeless Link; Greater London; Remote; GBP 2,617,000 - 3,444,000; Part time

Job summary

Homeless Link is seeking a Services Assistant for our Night Shelters during the winter period from 23 November 2026 to 19 March 2027. This remote role offers 28 hours per week, typically 10:00am–2:00pm, with some flexibility across all seven days.

You will manage referrals to night shelters, contact guests by phone or text to invite them in, and work with the Operations team to maximise occupancy while ensuring safeguarding policies are followed. DBS check will be required.

Qualifications

• Commitment to high standards of service for guests.
• Ability to work remotely and independently.
• Strong communication across phone, email and text.
• Proficiency in Microsoft Office and IT skills.

Responsibilities

• Maximise occupancy in winter night shelters with Operations.
• Summarise daily activity and incidents from guest management system into email reports.
• Communicate with guests via phone, email or SMS and invite new guests.
• Follow safeguarding policies and perform duties as required.

Skills

Strong communication

Microsoft Office

IT skills

Time management

Remote work

Independent work

CRM (Salesforce)

Tools

Guest management system

CRM (Salesforce)

Job description

Team: Night Shelters

Location: Remote

Duration: 23 November 2026 to 19 March 2027

Reporting to: Service Manager – Night Shelters

Shifts available: 4 hours per day, usually between 10:00am and 2:00pm, with some flexibility. Shifts are available across all 7 days of the week, and we are recruiting more than one person to provide full-week cover

Pay: £15.75 per hour

Job Purpose

We're seeking an exceptional individual with the ability to work independently, with a practical, caring approach to join us in providing vital support for our guests.

As a Services Assistant, your primary responsibility is managing referrals to our night shelters during the week and weekends. You'll directly communicate with guests over the phone and SMS inviting new guests to our night shelters. Your goal is to ensure our shelters are full and as many guests as possible can access our services during the winter.

We embrace diversity and welcome individuals with diverse backgrounds, including those with lived experiences of homelessness. While experience in the homelessness sector is desirable, a compassionate and flexible approach, coupled with an understanding of the needs of people experiencing homelessness, is essential.

Job Description

What you will do as part of our team:

Service Coordination

• Work closely with the Operations team to maximise occupancy in our winter night shelters.
• Ensure our winter services are fully occupied each night, prioritising guests on the waiting list according to Glass Door's policies.
• Summarise daily activity from our guest management system into an email report, highlighting any incidents or issues.

Data Management

• Provide insights for service delivery improvements based on your operational experience.
• Maintain accurate and secure records of data logs.

Guest Interaction

• Communicate sensitively and compassionately with guests, explaining key information about our services through phone, email, or text.
• Invite new guests to our services over the phone, directing them to arrive that evening.
• Manage guest inquiries, referring them to appropriate personnel within Glass Door.
• Follow up with guests to encourage interaction with our Casework team.

General

• Perform job duties in alignment with Glass Door's Equal Opportunities Policy.
• Fulfil other duties relevant to the role as reasonably required.

Person Specification

Essential:

• A genuine commitment to providing a high standard of service and treating everyone with respect, kindness, and dignity.
• Ability to work remotely and independently.
• Strong communication skills, especially with vulnerable adults, through various channels.
• Proficiency in Microsoft Office and IT skills.
• Strong organisational and time-management skills.

Desirable:

• A lived experience of homelessness.
• The ability to speak another language, for example Arabic, Tigrinya, Amharic, Polish, Spanish, French, or Russian.
• Experience with Salesforce or similar CRM platforms.
• An understanding of, and commitment to, trauma-informed care.
• Understanding of the needs of people experiencing homelessness or similar marginalised groups.

Other

• Employment is subject to a satisfactory DBS check for adults.
• You’ll be expected to follow Glass Door’s safeguarding policies and procedures.
• A commitment to equality, diversity, and inclusion in all aspects of your work.

We value diversity, promote equality and encourage applications from people of all backgrounds. We particularly welcome applications from people with lived experience of homelessness.