6 jobs found

Homelessness Prevention Tenancy Relations Officer Temporary 3-6 months initially 2 days a week in the office Competitive Rates West London area Our client is looking for a dedicated professional to join their Homelessness, Independence and Prevention Service (HIPS) to deliver a specialist private rented tenancy advice service that protects households facing eviction, repossession, issues of disrepair, landlord harassment, and affordability within private rented accommodation.As a Homelessness Prevention Tenancy Relations Officer, you will be at the frontline of preventing homelessness. This is a high-impact, specialist role where you will provide housing advice to private rented tenants within the Borough, in-person and remotely. You will attend possession hearings to provide on-the-day triage, advice, and advocacy for tenants. You will hold a caseload whilst providing wider support to HIPS regarding private rented tenancy issues. You will also be a technical expert, navigating complex legislation such as the Renters' Rights Act 2025 and the Homelessness Reduction Act 2017 to identify misuse of possession grounds and secure adjournments that allow for vital prevention activity. Court Advocacy & Representation: Representing the Council and private rented tenants in court and tribunal proceedings, drafting witness statements, and negotiating with lenders and landlords. Enforcement & Protection: Investigating breaches of housing legislation to assist with civil penalty notices and pursuing remedies like Rent Repayment Orders. What you will need: Comprehensive understanding of the Housing Act 1996, Renters' Rights Act 2025, and Protection from Eviction Act 1977. Proven track record of investigating legislative breaches, making statutory decisions, and producing legally robust reports. Please click apply now or contact me for more information Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

Senior Contact Centre officer Location: Southwest London Working Pattern: Hybrid Salary: 33,000 - 36,000 Contract: Permanent, Full-time About the Role Hyperion Partners are supporting a leading community housing provider with the recruitment of a Senior Contact Centre Officer to join their Property Services team. We are looking for an experienced, confident and customer-focused individual to take responsibility for the day-to-day operation of the Contact Centre, while also providing guidance and support to a team of three Contact Centre Officers. This is a hands-on, frontline role. You will continue to handle customer enquiries and support residents directly, while overseeing workloads, quality, performance and service standards across the team. The successful candidate will be proactive, organised and solution-focused, with strong experience in customer service and contact centre environments. They will be confident using their own initiative, supporting colleagues and taking ownership of complex customer issues. Key Responsibilities Take day-to-day responsibility for the Contact Centre service, overseeing workloads and ensuring calls, emails and customer enquiries are dealt with efficiently, professionally and within agreed timescales. Provide day-to-day guidance, support and direction to three Contact Centre Officers, helping colleagues manage their workloads, develop their customer service skills and maintain high service standards. Act as an escalation point for complex, sensitive or challenging customer enquiries, supporting colleagues to resolve issues while ensuring residents receive clear, professional and empathetic communication. Handle high volumes of calls and customer enquiries, ensuring repairs and property-related enquiries are accurately recorded, appropriately triaged and progressed. Monitor team performance against KPIs, SLAs, first-contact resolution and customer satisfaction targets, identifying areas for improvement and supporting the team to achieve required standards. Review customer interactions and provide constructive feedback, coaching and support where required, helping to maintain consistency and quality across the Contact Centre. Monitor shared inboxes and communication channels, ensuring enquiries are allocated appropriately and responded to within agreed timescales. Support the coordination and progression of repairs by working closely with residents, contractors, surveyors and the wider Property Services team, while identifying and escalating service failures or delays. Identify recurring issues, customer concerns and opportunities for service improvement, providing feedback to management and contributing to improvements in the resident experience. Support vulnerable residents and ensure safeguarding, welfare and emergency concerns are identified and escalated appropriately, while maintaining confidentiality and professionalism. Provide support and administrative cover for Damp & Mould cases, ensuring reports are accurately recorded and referred to the appropriate team, and assist with complaints, service improvements and performance reporting. Build strong working relationships with residents, colleagues, contractors and internal teams, providing additional support to the wider Property Services function when required. About You We are looking for an experienced customer service or contact centre professional who is ready to take the next step in their career and provide day-to-day leadership to a small team. You will ideally have: Strong experience in a contact centre or high-volume customer service environment, with excellent telephone and communication skills. Experience within social housing, housing repairs, property services or a similar environment is highly desirable, with a good understanding of the customer journey. Previous experience supervising, mentoring or supporting customer service colleagues, with the confidence to provide guidance, feedback and day-to-day direction. Experience working to KPIs, SLAs and customer satisfaction targets, with the ability to monitor performance and identify opportunities for improvement. Experience handling complex, challenging or escalated customer enquiries, with a calm, professional and empathetic approach. Strong organisational and time-management skills, with the ability to prioritise workloads, manage competing demands and support others in a busy environment. Strong IT and CRM/customer management system experience, with excellent attention to detail and accurate record keeping. The confidence to make decisions, use initiative and take ownership of customer issues, together with a proactive approach to problem-solving and service improvement. The ability to build strong working relationships with residents, colleagues, contractors and internal teams while maintaining a consistently high standard of customer service. Why Join? This is an excellent opportunity for an experienced Contact Centre Officer or Senior Customer Service professional to take on a hands-on senior position within a leading community housing provider. You will have responsibility for supporting a small team while remaining actively involved in frontline customer service. This is a key role in ensuring residents receive a consistent, responsive and high-quality service. If you are an experienced customer service professional who enjoys supporting others, solving problems and taking ownership, we would love to hear from you. Apply now to find out more about this Senior Contact Centre Officer opportunity.

We are currently recruiting for an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team, playing a key role at the front end of the service in preventing homelessness and delivering effective housing advice. This is a fast-paced, customer-facing position where you will act as the first point of contact for residents, providing immediate housing advice, triaging cases and coordinating responses to ensure customers receive the right support at the earliest opportunity. The Role Act as the first point of contact for residents presenting with housing issues, delivering a high-quality triage and advice service. Provide rapid responses to housing enquiries via front of house, telephone, email and web forms. Work proactively to prevent homelessness at first contact, including negotiation with landlords, family members and other stakeholders. Coordinate appointments for Housing Options Officers, visiting officers and tenancy relations officers. Manage and monitor incoming enquiries, allocating cases appropriately across the service. Provide housing advice, signposting and initial decision letters in line with legislation and council procedures. Support customers to explore housing options including private rented sector, mutual exchange, mobility schemes and homelessness prevention tools. Work closely with internal teams and external partners including housing providers, DWP, health services, probation and third sector organisations. Ensure all case information is accurately recorded on relevant systems and meets reporting requirements. Support vulnerable households, including those with mental health, substance misuse or complex needs, ensuring appropriate referrals are made. Assist in the assessment of applications under Part VI and Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017. Contribute to homelessness prevention initiatives and continuous service improvement. Key Requirements Experience working within a Housing Options, Homelessness or Housing Advice environment. Strong understanding of homelessness legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017. Experience delivering frontline customer service and housing advice. Ability to manage a high-volume caseload in a fast-paced, front-facing environment. Strong communication and negotiation skills with the ability to resolve complex situations. Experience working with vulnerable clients and partner agencies. Good IT skills with experience maintaining accurate case records. Ability to work to targets, deadlines and performance standards. What you need to do now If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your CV today. If you do not hear from us within 48 hours, unfortunately your application has not been successful. Footnote If you feel that this job matches your skill set but not your location, rate or current seniority, please still feel free to send us your CV. We constantly recruit for similar roles across Housing Options, Homelessness Prevention and Housing Advice services throughout the UK. Even if you are happy in your current role, we welcome calls from Housing Options Officers, Triage Officers, Homelessness Prevention Officers and Housing Advice Officers looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. By applying for this position, you agree that Carrington West may hold and process your personal data in accordance with our Data Protection Policy. Your details will only be shared with third-party clients relevant to roles you have applied for. You may withdraw consent at any time by contacting us.

Minimum of 3 years of recent experience working directly as a local authority housing options officer (not Triage Officers). Expert working knowledge of part 7 of the Housing Act 1996 and the Homelessness Reduction Act 2017, plus some knowledge of Part 6 of the Act. The ability to rigorously assess the five homelessness tests: eligibility, homelessness, priority need (including assessing vulnerability), local connection and Intentionality Ability to conduct robust investigatory enquiries. Keeps

Housing Options Advisor North Northamptonshire Location: Kettering, NN15. Salary: £30 per hour. Full Time Monday to Friday 37 hours. Contract: Initial two month contract with possible extension. We are looking for an experienced Homelessness Triage Officer to carry out initial homelessness assessments for customers who are homeless or at risk of homelessness. You will assess eligibility, housing circumstances, and priority need, ensuring statutory duties are met while focusing on preventing homelessness wherever possible. Key Responsibilities: Conduct initial homelessness and housing needs assessments. Assess eligibility, homelessness status, and reason to believe priority need under homelessness legislation. Determine whether interim accommodation duties under Section 188 apply. Identify prevention and relief options to achieve positive housing outcomes. Maintain accurate case records and provide advice and support to customers throughout the assessment process. The ideal candidate will have experience in homelessness prevention or housing options within a Local Authority and a good understanding of the Housing Act 1996 and homelessness legislation. Recruitment is done in line with safe recruitment practices 4Recruitment Services is an equal opportunities employer. To discuss this vacancy or other vacancies in your area please contact Liam Heddle on (url removed)

Homelessness Triage Officer - Warwickshire 26- 28 per hour Initial 6-Month Contract 1 Day per Week On-Site Park Avenue Recruitment are working with a Local Authority in Warwickshire who are looking for an experienced Homelessness Triage Officer . This is a front-line role focused on initial assessments, homelessness prevention and triage , rather than managing an ongoing caseload. The role: Acting as the first point of contact for customers facing homelessness. Completing initial housing and homelessness assessments. Providing advice around prevention and early intervention. Creating homelessness applications and referring cases to the relevant teams. Signposting customers to housing, welfare and support services. Identifying safeguarding concerns and maintaining accurate case records. Previous Local Authority Housing Options, Homelessness or Triage experience is preferred. The role is paying 26- 28 per hour , initially for 6 months , with 1 day per week in the office . Fully remote working may be considered for candidates with strong relevant experience. For further information, contact (url removed) .