At a Glance
- Tasks: Help people understand their housing rights through our emergency helpline.
- Company: Join Shelter, a leading charity fighting for safe homes.
- Benefits: Competitive salary, hybrid working, and full training provided.
- Other info: Emotional resilience needed; excellent career growth opportunities await.
- Why this job: Make a real difference in people's lives during housing crises.
- Qualifications: Experience in public service and strong communication skills required.
The predicted salary is between 31600 - 31600 £ per year.
Contract: Permanent
Hours: Full time – 35 hours per week
Salary: Grade 3 - £31,600 per annum
Location: Hybrid – expected to work from Sheffield Shelter hub less than 60% of working hours and from home the rest of the time.
Closing date: Sunday 1st March 2026 at 11.30pm.
Would you like to help people understand and enforce their housing rights? We are looking for new people to join Shelter's emergency helpline as Telephone and Online Advice Services Advisers. You won't need previous housing advice experience as Shelter will provide full training and support to develop your knowledge and skills.
About the Role
Our Emergency Helpline provides legal advice and assistance to members of the public who are facing a housing or homelessness crisis. This is a high-pressure environment and you will need to be able to respond immediately and effectively to the situations you are presented with. Clients will typically be experiencing a housing emergency and some will be vulnerable or extremely distressed. You will need to use your initiative to help resolve your clients' issues such as liaising with third parties, local authorities and reviewing legal documentation. The Helpline is open Monday to Friday 8am – 6pm and Advisers work a 6-week shift rota.
If you are interested in learning more about the role, we are holding two online drop-in sessions between 10am and 11am, and 5pm and 6pm on 24 February 2026. Please email with the time of session you wish to attend. Attendance at these sessions is not dependent on you being offered an interview.
About you
With experience of delivering services to the public, you will be able to communicate complex legal information clearly both verbally and in writing, work independently and be confident enough to challenge external parties to realise your clients' housing rights. Emotional resilience will also be crucial to effectively help clients who are distressed, experiencing trauma or may be at risk of harm. You will need to be proficient in IT, including Microsoft Office and typing. Equality, Diversity and Inclusion are key to everything we do at Shelter and you will be expected to actively promote these principles throughout your work.
About the team
Shelter's Sheffield-based telephone and online advice services play a crucial role in our fight to defend the right to a safe home, encompassing our emergency Helpline, a remote casework service and expert advice services for professionals. Known internally as TOAS, we are the largest service in Shelter and the client data we capture is used to inform and support the organisation's strategy as well as providing information for media, policy and research, so you will play a key role in fighting the housing emergency.
How to Apply
Please click 'Apply for Job' below. You are required to submit a CV and a supporting statement with responses to the points in the 'About you' section of the job description, of no more than 350 words per point. CVs without supporting statements will not be considered.
Telephone and Online Advisers x5 in Sheffield employer: Shelter Cymru
Shelter is an exceptional employer, offering a supportive work culture that prioritises employee development and well-being. With comprehensive training provided for the Telephone and Online Advisers role, staff can grow their skills while making a meaningful impact in the community by helping individuals navigate housing crises. The hybrid working model allows for flexibility, ensuring a healthy work-life balance, all within the vibrant city of Sheffield.
StudySmarter Expert Advice🤫
We think this is how you could land Telephone and Online Advisers x5 in Sheffield
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Shelter Cymru.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Shelter Cymru!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Shelter Cymru, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Shelter Cymru or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Telephone and Online Advisers x5 in Sheffield
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Shelter Cymru:Before hitting send, make sure to tailor your application specifically to Shelter Cymru! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Shelter Cymru
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
