At a Glance
- Tasks: Support customers in housing needs and prevent homelessness through effective communication and problem-solving.
- Company: Join a dynamic team dedicated to making a difference in the community.
- Benefits: Competitive pay, professional development, and a supportive work environment.
- Other info: Office-based role with opportunities for outreach and collaboration.
- Why this job: Make a real impact by helping people find secure housing and support.
- Qualifications: Experience in customer service and strong communication skills required.
Our client is looking for an experienced Lead Professional Officer. The role is an office-based position that requires the successful candidate to attend the office Monday to Friday.
MAIN PURPOSE OF THE JOB
- To work to the No Wrong Door (NWD) programme to assess customer needs ensuring a holistic problem-solving approach.
- To be the lead officer in guiding and assisting customers through their favoured options in exploring a planned and co-ordinated approach to identified key support needs, including housing, employment, and child care.
- Liaise and work with all relevant organisations and partners to prevent homelessness.
- To negotiate and conciliate with landlords, parents, and other accommodation providers to prevent homelessness and provide practical assistance to help customers remain in or gain alternative accommodation wherever possible.
- Ensure that all enquiries and cases are progressed speedily and efficiently and that all set targets are achieved whilst maintaining excellent customer service standards.
DUTIES & RESPONSIBILITIES
- To conduct housing options interviews with customers focusing on assessing housing needs, preventing homelessness, and giving good quality advice on the housing choices available.
- To negotiate and mediate with landlords, parents, and other accommodation providers to prevent homelessness and provide practical assistance.
- To provide good quality advice, information, and assistance through face-to-face interviews, home visits, co-location, by telephone, and by correspondence within a customer care framework.
- To provide the above through a detailed knowledge of housing legislation and case law in relation to homelessness, children, immigration law, social housing sector landlord and tenant law, and family law.
- To confirm eligibility and determine whether accommodation is to be provided, making recommendations as to what would constitute suitable accommodation.
- To make sufficient enquiries to determine whether a duty is owed and to write good quality and comprehensive s184 decision letters.
- To have a good knowledge and understanding of the responsibilities of social landlords, Children’s Services, YOT, Police, Probation, Social and Health Services, and local voluntary sector provision.
- To be the lead professional for customers by using an assessment tool to assist in exploring other support needs.
- To assist and encourage customers to use online tools available to access options advice and source partner agency assistance.
- To make timely referrals to the Legal and Housing Options Singles Team (HOST) teams of cases which require in-depth enquiries and analysis.
- To give basic money advice, budgeting advice, and debt advice to customers.
- To participate in outreach work off-site in partners’ offices to give advice and assistance on housing options and homeless prevention.
- To contribute to the development and delivery of relevant council plans and strategies.
- To effectively communicate the Council’s duties and policies to customers and partner organisations.
- To actively assist customers in seeking and securing accommodation in the private sector.
- To assess needs to determine whether there is a supported housing need and provide interim accommodation where required.
- To inform customers about Choice Based Lettings and potential waiting times.
- To develop and share a comprehensive network of contacts across the public, private, and voluntary sectors.
- To ensure that all contact with customers and other organisations is fully recorded.
- To ensure all housing options case work is clearly documented, including data and statistical information.
- To respond to queries from customers or their approved advocates and other stakeholders.
- To undertake all duties with due regard to Health & Safety legislation.
Please visit our website for more opportunities. The first part of our recruitment process is to send your CV. Should you be shortlisted, Colbern Limited will contact you within 5 days or may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.
Customer Services / Administrator employer: Colbern Limited
Colbern Limited is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. Located in Tower Hamlets, our team thrives in a collaborative environment where you can make a meaningful impact on the community by assisting customers with their housing needs. With competitive pay rates and a commitment to excellence in customer service, we provide our employees with the tools and resources necessary to succeed in their roles while fostering a sense of purpose and achievement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services / Administrator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their mission. This will help you stand out as a candidate who truly cares.
✨Tip Number 3
Practice your interview skills with friends or family. Get comfortable answering common questions and discussing your experiences. The more you practice, the more confident you'll feel when it counts.
✨Tip Number 4
Don't forget to apply through our website! We have loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates. Let's get you that job!
We think you need these skills to ace Customer Services / Administrator
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Lead Professional Officer. Highlight your experience in customer service, housing legislation, and any relevant qualifications that align with the job description.
Showcase Your Skills:In your application, emphasise your skills in negotiation and mediation, especially in relation to housing and homelessness. We want to see how you can contribute to preventing homelessness and supporting customers effectively.
Be Clear and Concise:When writing your cover letter or application, keep it clear and concise. Use straightforward language to explain why you're a great fit for the role and how your experience aligns with the responsibilities outlined in the job description.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this and other opportunities we have available.
How to prepare for a job interview at Colbern Limited
✨Know Your Stuff
Make sure you brush up on housing legislation and case law related to homelessness, as well as the No Wrong Door programme. Being able to discuss these topics confidently will show that you're serious about the role and understand the complexities involved.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Think about situations where you’ve had to negotiate or mediate, as this role requires a lot of interaction with customers and other stakeholders.
✨Practice Your Communication
Since you'll be liaising with various organisations and partners, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable discussing your approach to problem-solving and customer support.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to housing options and customer needs. Prepare by thinking through how you would handle different scenarios, focusing on your ability to assess needs and provide practical solutions.
