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- Tasks: Be the first point of contact for customers needing housing help and advice.
- Company: Join Portsmouth City Council, dedicated to improving lives and building a better city.
- Benefits: Enjoy flexible working hours, a great pension, and childcare benefits.
- Why this job: Make a real impact by helping vulnerable individuals prevent homelessness and find housing solutions.
- Qualifications: Must have excellent listening skills, empathy, and the ability to communicate effectively.
- Other info: Tailor your application to highlight relevant experience for a better chance of being shortlisted.
The predicted salary is between 25652 - 27363 £ per year.
Housing Triage Officer – PO1 2BG, United Kingdom
Job Category: HousingRegion / Division: UK RegionLocation: Civic OfficesWorking Hours: 37
Housing Triage Officer – Housing Needs Advice & Support
Salary: Band 5 – £25,652 – £27,363p.a.
37 hours per week
Permanent
Housing Needs Advice & Support is 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.
Portsmouth City Council:
At Portsmouth City Council we\’re all about developing our staff, because we want to build a bigger and better city, but we need the best employees to do so.
With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority\’s main goal is to ensure the best care and development of all those within the city. From customer service to multi-million pound projects, our residents are at the heart of everything we do.
Your New Role:
Portsmouth City Council\’s Housing Needs Advice & Support team works directly with customers to deal with housing issues and prevent homelessness in the city. We are a busy front-line service dealing with customers who may be vulnerable and facing homelessness. We give advice, work to prevent homelessness, assist people to resolve their housing need and make assessments of housing and support needs in accordance with the Homelessness Reduction Act 2017, the Housing Act 1996 and Portsmouth City Council\’s Allocations Policy. We are committed to excellent customer service, and to listening to and understanding our customers\’ circumstances, and working collaboratively with them to identify housing solutions. We are committed to safeguarding and promoting good practise and all employees are required to adhere to internal safeguarding policies.
You will be part of a team which deals with the initial contact from customers face to face and by telephone and email. You will need to listen carefully to understand the circumstances of each customer, showing understanding and empathy to each person. You will make an initial assessment of each customer\’s circumstances, gathering information and asking questions to clarify the circumstances.
Please see the full job profile attached at the bottom of this page for more details on what the role will involve!
Who is the person?
We are looking for somebody who:
- 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 and organise 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.
What you\’ll get in return
As well as highly competitive pay you\’ll receive all the benefits of working within a local authority organisation, which ranges from flexible working hours to a fantastic pension which allows you the opportunity to pay in more for that greater return. We wish to support all our staffs development throughout, if that’s progression planning or involvement within the on the job apprenticeship scheme we will work together to drive your career. For those with families we have child care benefits as well as discounts with local businesses which can be enjoyed by all.
When completing the application form, please thoroughly tailor your application to the \’Who is the Person\’ points with the use of examples from your experience. This is really important or you are likely not to be shortlisted. The full job profile is attached at the bottom of this page!
Closing date: 27th February 2025
Assessments: 7th March 2025
Interviews 10/11th March 2025
About Portsmouth City Council
What we can offer you:
Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act.
Read more about working at Portsmouth City Council and our benefits on our careers portal homepage: Careers Portal – Find jobs with Portsmouth City Council
Should you require any support in completing the application form please contact or call the recruitment team on 023 92 616 800
Housing Triage Officer - PO1 2BG, United Kingdom employer: Portsmouth City Council
Contact Detail:
Portsmouth City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Triage Officer - PO1 2BG, United Kingdom
✨Tip Number 1
Familiarize yourself with the Homelessness Reduction Act 2017 and the Housing Act 1996. Understanding these laws will help you demonstrate your knowledge during the interview and show that you're prepared to handle the complexities of housing needs.
✨Tip Number 2
Practice your active listening skills. Since the role requires empathy and understanding, consider role-playing scenarios with a friend or family member to enhance your ability to gather information effectively from customers.
✨Tip Number 3
Research Portsmouth City Council's current housing initiatives and policies. Being informed about their specific programs will allow you to engage in meaningful conversations during the interview and show your commitment to the community.
✨Tip Number 4
Prepare examples from your past experiences that highlight your organizational skills and ability to prioritize tasks. This will help you illustrate how you can manage the demands of the role effectively.
We think you need these skills to ace Housing Triage Officer - PO1 2BG, United Kingdom
Some tips for your application 🫡
Tailor Your Application: Make sure to customize your application to address the 'Who is the Person' points mentioned in the job description. Use specific examples from your experience that demonstrate your skills and understanding of the issues facing vulnerable and homeless people.
Highlight Relevant Skills: Clearly outline your excellent listening skills, ability to communicate effectively, and organizational skills. Provide concrete examples of how you've used these skills in previous roles or situations.
Show Empathy and Understanding: In your application, convey your ability to empathize with customers and handle sensitive situations tactfully. Share experiences where you successfully managed difficult circumstances while maintaining professionalism.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Portsmouth City Council
✨Show Empathy and Understanding
As a Housing Triage Officer, you'll be dealing with vulnerable customers. Make sure to demonstrate your ability to empathize with their situations during the interview. Share examples from your past experiences where you successfully supported individuals facing difficult circumstances.
✨Highlight Your Listening Skills
Excellent listening skills are crucial for this role. Be prepared to discuss how you've effectively gathered information in previous roles. You might want to provide specific instances where your listening skills helped resolve a customer's issue.
✨Communicate Clearly and Confidently
The ability to communicate housing policies clearly is essential. Practice explaining complex concepts in simple terms. During the interview, focus on articulating your thoughts clearly and confidently, showcasing your verbal communication skills.
✨Demonstrate Organizational Skills
This role requires strong organizational abilities. Be ready to discuss how you prioritize tasks and manage your time effectively. Provide examples of how you've handled multiple demands in a busy environment, ensuring that you meet customer needs promptly.
