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About the Role

This is a frontline customer-focused role within the Housing & Homelessness Service, acting as the first point of contact for residents seeking housing advice, homelessness assistance, and support with their housing circumstances. The role is responsible for triaging homelessness applications, assessing housing enquiries, providing high-quality advice, and ensuring residents are directed to the most appropriate service pathway. The successful candidate will play a key role in delivering an efficient and customer-centred service, helping vulnerable residents access support at the earliest opportunity. This is not a specialist case management role. It requires strong communication skills, sound judgement, and the ability to work within a fast-paced environment while managing customer expectations and service demand. The post holder will work closely with Housing Advisors, Homelessness Prevention Officers, Temporary Accommodation Teams, Social Care, Children's Services, Adult Services, Registered Providers, and a variety of voluntary and statutory agencies.

Responsibilities

Act as the first point of contact for residents approaching the Council for housing and homelessness assistance.
Work from Housing Hubs and other community locations as required by the service rota, delivering housing advice, homelessness triage, and customer support to residents in accessible local settings.
Conduct initial triage assessments of housing applications and homelessness enquiries.
Gather relevant information and supporting documentation to determine the appropriate service pathway.
Provide accurate housing advice and information in accordance with housing legislation, policies and procedures.
Assess applications and referrals to identify urgency, vulnerability, safeguarding concerns and housing need.
Create and maintain accurate case records on the Council's housing management systems.
Signpost residents to internal and external support services where appropriate.
Manage customer enquiries received via telephone, email, online systems and face-to-face appointments.
Support Housing Advisors and senior officers by preparing cases for assessment and decision-making.
Work collaboratively with partner agencies to ensure residents receive timely assistance.
Maintain high standards of customer care while dealing with challenging situations and vulnerable residents.
Contribute to service performance targets, including response times, application processing and customer satisfaction measures.

Requirements

Demonstrable experience of delivering excellent customer service within a housing, homelessness, local authority, public sector or similar environment.
Demonstrable experience of handling high volumes of enquiries and managing competing demands effectively.
Demonstrable experience of assessing customer needs and identifying appropriate solutions or referral pathways.
Demonstrable experience of working with vulnerable individuals and households in a sensitive and professional manner.
Demonstrable experience of maintaining accurate records and case information using electronic systems.
Demonstrable experience of working within established procedures, policies and service standards.
Demonstrable experience of communicating clearly and effectively, both orally and in writing.
Demonstrable experience of building positive working relationships with colleagues, partner organisations and stakeholders.
Demonstrable experience of managing difficult conversations and resolving customer queries effectively.
Knowledge of housing and homelessness services.
Understanding of the Housing Act 1996 and Homelessness Reduction Act 2017.
Experience of housing options, homelessness prevention or customer access services.
Experience using housing management or casework systems.
Awareness of safeguarding responsibilities and supporting vulnerable residents.

Skills

Strong communication skills
Sound judgement
Ability to work within a fast-paced environment
Managing customer expectations
Managing service demand
Empathetic
Organised
Resilient
Genuine commitment to helping residents access housing support
Excellent interpersonal skills
Confident dealing with people from a wide range of backgrounds
Ability to gather and analyse information quickly
Ability to make informed decisions regarding service pathways
Ability to deliver a consistently high standard of customer service in a busy operational environment

Location

London

Work Type

Permanent

Salary/Compensations

£35,520 - £37,134 per annum

About the Company

The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults.
The London Borough of Newham is located only 5 miles east of London. It is well positioned with access to all major networks in London and the south east. It is well connected by public transport with, bus, tube and DLR. When the Crossrail service opens it will call at Custom House close to our council offices and also Stratford station and from there to central London. The London City Airport which serves major European cities is located at Royal Albert Dock. Newham has the youngest overall population in the country. It was one of the six host boroughs for the 2012 Summer Olympics and contains most of the Olympic Park including the London Stadium. It has a thriving arts quarter with the Theatre Royal Stratford East offering excellent entertainment for all the family. There is the University of East London which has two campuses in Newham, one in Stratford and another next to the regenerated Royal Albert Dock. It also has a large Westfield shopping Centre in Stratford which has all the major retailers there.

Equal Opportunity

We are committed to creating an inclusive, anti-racist environment for all. When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values, and you bring the experience and skills we need, that’s all that matters to us.