Housing Triage Officer Job at Portsmouth City Council (Portsmouth)

Housing Triage Officer

Portsmouth City Council

Location:
United Kingdom , Portsmouth

Category:
Public Sector

Contract Type:
Not provided

Salary:

26473.00 - 28239.00 GBP / Year

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Job offer has expired

Job Description:

Our Housing Needs, Advice & Support service are recruiting for the role of Housing Triage Officer. The Housing Triage Officer is the first point of contact for customers needing help and advice with housing. This is an exciting and varied role dealing with a wide range of enquiries, giving advice and referring customers for further assessment where needed.

Job Responsibility:

Be the first point of contact for customers needing help and advice with housing
Deal with a wide range of enquiries, giving advice and referring customers for further assessment where needed
Work directly with customers to deal with housing issues and prevent homelessness
Give advice, work to prevent homelessness, assist people to resolve their housing need and make assessments of housing and support needs
Deal with initial contact from customers face to face and by telephone and email
Listen carefully to understand the circumstances of each customer, showing understanding and empathy
Make an initial assessment of each customer's circumstances, gathering information and asking questions
Give advice on a range of housing issues including the Portsmouth Housing Register, homelessness and private renting
Deal with enquiries yourself, explaining the criteria for accessing social housing and where appropriate will signpost to other relevant services
Understand the main presenting demand and identify the correct team to progress an assessment where further assessment is required
Make clear records of each contact using IT systems
Undertake other administrative duties as required

Requirements:

Has an interest and experience of the issues facing vulnerable and homeless people and households with housing needs, and a desire to work to assist customers to resolve these issues
Has excellent listening skills and is able process and gather information to understand what is needed and wanted by a customer
Is confident and can clearly and effectively communicate both verbally and in writing, giving advice and explaining housing policy to our customers
Has excellent organisational skills, and an ability to prioritise work to meet the daily demand from customers to the service
Is flexible and able to respond to changing priorities and levels of customer demand
Is an excellent team player
Is able to show empathy and understanding to customers contacting the service and deal tactfully and sensitively with their enquiry
Is adaptable, able think on their feet to find solutions to deal with the presenting issues
Is emotionally resilient and able to deal with the impact of being exposed to customer's difficult circumstances, and remain professionally detached and focused even if the message you deliver involves saying no
Has an awareness of equalities issues and is committed to equal opportunities
Has an understanding of safeguarding and ability to recognise safeguarding concerns and take appropriate action to manage risk
Works proactively and is able to remain motivated, working on their own initiative
Has IT skills suited to working in a busy office
The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post

Additional Information:

Job Posted:
April 23, 2026

Expiration:
April 29, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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