Triage Officer

Southampton City Council

Southampton

On-site

GBP 27,000 - 29,000

Full time

14 days+

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Benefits offered by this job

Excellent local government pension

Death in service

Generous holiday entitlement

Flexible working options

Training and development

Health and wellbeing support

Armed Forces Covenant

Staff discounts

Sustainable travel benefits

Volunteer days

Job summary

Southampton City Council is hiring a Permanent, Full Time Triage Officer in the Homelessness Service. The role involves clerical and IT support for the unit, triaging cases referred to homelessness services, answering telephone enquiries, and providing reception triage for customers while complying with housing duties.

You will maintain confidential filing, compile statistics, log and monitor sensitive post, contribute to team targets, and promote equal opportunities and customer care.

Qualifications

Ability to use manual and electronic filing systems.
Telephone skills and clear communication.
Excellent written and verbal communication.
Appreciation of customer care and service quality.
Team working and collaborative approach.
Understanding equality issues in the workplace.
Strong IT literacy and use of self-service platforms.
Ability to explain complex information to families affected by homelessness.

Responsibilities

Provide clerical and IT support for the Homeless unit.
Compile statistics and maintain statistical records.
Maintain confidential filing systems.
Distribute, log and monitor sensitive post for the section.
Complete triaging of cases referred to the homeless unit.
Answer telephone enquiries and triage inquiries from the public.
Triages inquiries from customers at the Homelessness Unit reception.
Uphold Equal Opportunities and Customer Care objectives.
Undertake other duties as required and contribute to team objectives.
Record and contribute to unit statistics on homelessness.

Skills

IT literacy

Telephone skills

Written communication

Customer care

Teamwork

Equality awareness

Microsoft Office

Letter/report writing

Education

Awareness of homelessness legislation

Tools

Microsoft Office

Job description

We have an exciting opportunity for a Permanent, Full Time, Triage Officer to join Southampton City Council (SCC) in the Homelessness Service

About the team:

The post holder must share in the work of the Homelessness Unit, in the community, whose function includes prevention and relief of homelessness and the provision and management of accommodation for homeless households and the discharge of the duties of the City Council under the Housing Act 1996 / Homelessness Act 2002 Part 7 (Housing the Homeless) and Homelessness Reduction Act 2017.

About the role:

The duties and responsibilities highlighted in this job description may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, scope and grading of the post.

Providing clerical and I.T. support for the Homeless unit in line with the Authority’s statutory obligations under the Housing Act 1996 Part V11, Homelessness Act 2002 and the Homelessness reduction act 2017.

Compiling statistics and maintaining those statistical records.

Maintaining confidential filing systems.

Distributing, logging and monitoring sensitive and confidential post for the section.

Complete triaging of cases referred to the homeless unit to ensure that they are passed to the correct team.

Answer telephone enquiries to triage enquiries from the public.

Triage enquiries from customers made at the Homelessness Unit reception point.

Act, at all times, within the ‘Equal Opportunities’ and ‘Customer Care’ objectives of the Division.

Undertake other duties appropriate to the grading of the post as required.

Work towards the unit objectives and targets and contribute to recording the team's statistics regarding homelessness.

The post holder is required to be familiar with the Directorate's Health & Safety Policy and be aware of and observe any part of the policy related specifically to the duties and responsibilities of the post.

About you:

Ability to use manual and electronic filing systems.

Telephone skills.

Communication skills both written and verbal.

Appreciation of customer care.

Team working.

To demonstrate an understanding of equality issues and how they affect the workplace and individual behaviours.

To have an excellent level of I.T. literacy to be able to use self-service, digital user platforms and applications including Microsoft office.

To have the confidence to support and challenge behaviours to those families who have experienced the trauma of homelessness.

Appreciate and understand tenant’s often complex needs and aspirations.

To compose clear and concise letters, memos, reports and file notes.

Be aware of and follow health and safety guidance.

Knowledge of homelessness legislation and the benefits system.

What we can offer you:

Salary: The salary band for this role is £27,273 - £29,138 per annum. The starting salary is £27,273 with annual progression through the salary bands.

Here at SCC we have a range of different benefits, a few examples can be found below.