Housing Front Door Officer

BRAINTREE DISTRICT COUNCIL; United States; Hybrid; USD 28,000 - 38,000; Full time

Job summary

Braintree District Council is recruiting Housing Front Door Officers on a temporary six‑month basis. You will handle reception duties, triage risk and homelessness screens, perform data entry and support the housing pathway process.

The role requires in‑person presence with one remote day per week, and offers a busy, customer‑facing environment in the Housing Operations service. The post emphasizes trauma‑informed, empathetic customer service, accurate documentation and collaboration with

Qualifications

• Strong telephone handling and customer service skills.
• Ability to manage challenging conversations with professionalism and empathy.
• Competence in scanning, indexing and managing digital records.
• Clear written communication and accurate note‑taking.
• Ability to triage information quickly and make sound initial judgements.

Responsibilities

• Manage incoming calls and triage inquiries with urgency and accuracy.
• Provide signposting to Housing Options, Temporary Accommodation and related services.
• Greet walk-ins and direct customers to appropriate officers.
• Record issues accurately to support officers in decision making.
• Respond to general queries via email, phone and reception, escalating where needed.

Skills

Phone etiquette

Customer service

Record management

Note taking

Triage

Organisational skills

Empathy

Tools

Case management system

Document indexing

Job description

Essex County Council (ECC) are delighted to be supporting Braintree District Council to recruit 3 xHousing Front Door Officers on a 6-month temporary basis. Please note that you will be required to work in the Council offices a minimum of 4 days per week and 1 day will be remote working., The Housing Front Door Officer is the first point of contact for customers accessing the Housing Operations service. The postholder provides signposting, completes early screening and risk identification, manages front door and reception functions, and supports key administrative and statutory processes to ensure customers are directed quickly to the appropriate housing pathway.

Accountabilities: Customer Contact & Enquiry Handling

• Manage incoming calls through the triage duty line, capturing essential information and assessing urgency.
• Provide clear signposting to Housing Options, Temporary Accommodation, Benefits, Social Care, Domestic Abuse support and Rough Sleeping outreach.
• Handle walk-ins at reception, ensuring customers are greeted professionally and directed appropriately.
• Record presenting issues accurately to support effective decision-making by assessment officers.
• Respond to general housing queries via email, phone and reception, resolving routine enquiries and escalating complex matters.

Triage & Initial Assessment

• Complete initial screening questions to identify homelessness risk, vulnerability, safeguarding concerns and statutory triggers.
• Determine whether cases require escalation to Homelessness Assessment Officers or can be resolved through advice and prevention activity.
• Prioritise cases based on risk, urgency and presenting circumstances.
• Maintain accurate triage logs and ensure information is passed promptly to the duty team.
• Provide early intervention advice for households at risk of homelessness but not yet within 56 days.

Reception, Triage & Admin Workflow (Integrated Operational Coverage)

Reception Duties

• Provide a housing presence on reception as part of the rota.
• Check housing records, respond to enquiries (password resets, outstanding documents, allocated officer queries).
• Manage HAT client messages, significant birthdays, newborn notifications and the HAT inbox.
• Scan and upload documents received at the front desk.

Back-Office Triage Support

• Complete pre-interview checks, privacy notices and obtain applicant declarations.
• Review changes in circumstances on HRA applications (income, household composition, notices).
• Manage call-backs, renewals and follow-up actions to ensure applicants progress through the homelessness process.

Temporary Accommodation & Notification Duties

• Complete notifications under the TA Notification Duty for households in interim/temporary accommodation where children or pregnant women are present.
• Process s208 inbox notifications, open household records where required, and maintain accurate statutory documentation.
• Check applicants in TA to ensure HRA duties are completed, progressed, and supported with required evidence.

Administrative Duties

• Scan, upload and index documents to the case management system, ensuring compliance with data protection and audit requirements.
• Process incoming correspondence including ID documents, medical evidence, tenancy paperwork and homelessness application evidence.
• Maintain organised digital and paper records to support workflow efficiency.
• Prepare basic letters, acknowledgements and follow-up communications.
• Manage shared inboxes including Housing Enquiries, HAT/HOT and s208.

Professional Standards

• Deliver a calm, empathetic, trauma-informed service to residents experiencing crisis.
• Maintain confidentiality and handle sensitive information appropriately.
• Uphold organisational values, customer service standards and statutory responsibilities.
• Work collaboratively with colleagues across Housing Options, Temporary Accommodation, Customer Services, and external partners.

Essential Skills & Competencies

• Strong telephone handling and customer service skills.
• Ability to manage challenging conversations with professionalism and empathy.
• Competence in scanning, indexing and managing digital records.
• Clear written communication and accurate note‑taking.
• Ability to triage information quickly and make sound initial judgements.
• Strong organisational skills and attention to detail.
• Ability to work in a fast‑paced, high‑pressure environment.

Desirable Experience

• Experience in a housing, homelessness, customer service or local authority setting.
• Knowledge of homelessness legislation and statutory duties.
• Familiarity with case management systems and document workflows.
• Understanding of safeguarding, domestic abuse indicators and vulnerability factors.

Braintree District Council is a great place to work. We pride ourselves on our creative, innovative and forward-thinking approach which is led by our staff. We are committed to having an engaged workforce who understand our strategy and how they can help deliver it.

Please Note-Essex County Council is advertising this role on behalf of Braintree District Council and if successful you will be employed by Braintree District Council.