Triage & Needs Officer

We’re looking for someone who’s passionate about helping people and ready to make a real difference! As a Housing Triage and Needs Officer, you’ll be the first point of contact for residents seeking housing advice, support, or emergency help. You’ll assess housing need, offer guidance, and help people navigate difficult and often sensitive housing situations including accommodation finding, notices to leave accommodation and overcrowding.

You’ll assess housing needs, provide advice, and assess people’s housing needs. We’re looking for someone with excellent systems, decision-making and communication skills - someone who listens, understands, can weigh and balance information and take responsibility for making and clearly communicating decisions. Empathy, clarity and professionalism will be key features of your person profile.

You’ll work closely with a supportive team and partner agencies, ensuring people receive the right help at the right time. Every day is different, and your work will have a direct impact on the lives of vulnerable individuals and families. You’ll need to be confident, compassionate, and able to make sound decisions based on law, policy, and individual circumstances.

You’ll bring experience from housing, advice or care services, along with strong communication and problem-solving skills. You’ll be comfortable working independently, managing your time, and using IT systems to record and track cases. A good understanding of housing law and the challenges faced by people in housing need will help you thrive in this role.

If you’re ready to be part of a vital frontline service that changes lives every day, we’d love to hear from you.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location. We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations. While we welcome applications from job seekers who require skilled worker sponsorship, we are not able to issue a defined certificate of sponsorship due to limitations in our sponsorship capacity.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.