Homelessness Triage Officer in Stratford-upon-Avon

We are seeking a compassionate and proactive Homelessness Triage Officer to join our Housing Services team on an initial 6-month contract to support increased service demand. This is an excellent opportunity for someone with strong customer service, assessment and problem-solving skills to play a vital role in preventing homelessness and supporting vulnerable residents. As the first point of contact for customers seeking housing advice, you will help individuals access the right support at the earliest possible stage.

The Role

Working within a busy Homelessness Service, you will focus on customer enquiries, triage, referrals and homelessness prevention activities rather than managing an ongoing caseload. Key responsibilities include:

• Acting as the first point of contact for customers seeking housing and homelessness advice.
• Assessing housing circumstances and eligibility for homelessness assistance.
• Responding to telephone, email and online enquiries in a professional and empathetic manner.
• Providing advice and information to support homelessness prevention and early intervention.
• Carrying out initial housing assessments and identifying appropriate support options.
• Creating homelessness applications and maintaining accurate customer records.
• Referring customers to relevant internal teams and external partner organisations.
• Signposting customers to housing, welfare and support services.
• Ensuring safeguarding concerns are identified and referred appropriately.
• Maintaining accurate case notes and updating case management systems.
• Supporting the wider Homelessness Team in managing customer demand efficiently.

About You

We're looking for someone who is passionate about helping people and can remain calm and effective when dealing with challenging situations. You will have:

• Excellent communication and listening skills.
• Strong problem-solving, negotiation and mediation abilities.
• A customer-focused approach and the ability to build rapport with a wide range of individuals.
• Experience providing advice, guidance or support to members of the public.
• Good organisational skills and the ability to manage competing priorities.
• Strong IT skills, including Microsoft Word, Excel and Outlook.
• The ability to work independently and collaboratively as part of a team.
• Resilience and adaptability in a fast-paced environment.
• GCSE-level education or equivalent.
• A good command of spoken and written English.

Working Arrangements

Monday to Friday during core service hours (08:45 to 17:15). Flexible, hybrid and remote working arrangements available by agreement. 37 hours per week.

Why Apply?

This is a fantastic opportunity to contribute to a service dedicated to preventing homelessness and supporting residents during some of the most challenging periods of their lives. You'll join a supportive team and play a key role in delivering positive outcomes for customers across the community. Apply today with your CV to be considered for this rewarding interim opportunity.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.