Housing Triage Officer - Customer Services

Job Introduction

We currently have a vacancy within the Customer Service team for up to 1-year fixed term contract (maternity cover)  

The Customer Service team are the first point of contact for many services across the Council. This role will be focused on providing a Housing Triage service.  

We currently have a vacancy within the Customer Service team for up to 1-year fixed term contract (maternity cover)  

The Customer Service team are the first point of contact for many services across the Council. This role will be focused on providing a Housing Triage service.  

The Housing Triage role is a unique role within Customer Services. You will be the first point of contact for people in the borough who have a housing need, people who are homeless or threatened with homelessness.  

You will work in a busy, fast paced environment, resolving a wide range of enquiries for our residents. 

We are looking for candidates that 

• Have call centre experience
• Can listen, engage and take ownership of the customer and demonstrate empathy
• Ability to take control of a call, to pull out key pieces of information needed and record accurately
• Has the ability to adapt your approach to suit the circumstances. 
• Be considerate to the fact some customers may present after a difficult life event, with mental health conditions or dependencies
• Experienced with IT and able to work with several systems
• Demonstrate an ability to work in a team
• Is open to feedback, reflection, and personal development. 
• Able to work in a challenging and changing environment as services continue to improve

Working hours: Monday – Friday 8:30 – 14:30. Working on site initially. There may be scope for hybrid working once fully trained.  

Closing date 12th April  

Interview date 16th April