Gateway Customer Service Officer
Gateway Customer Service Officer
Posted on :
16-05-2025
Employer Active
1 Vacancy
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Job Description
23 months contract with a Local Authority
Job Summary:
This role involves providing a comprehensive customerfocused housing advice and homelessness prevention service to individuals and families facing housing difficulties or homelessness.
The postholder will be the first point of contact for all housingrelated enquiries conducting interviews delivering advice facetoface and over the phone and maintaining accurate and uptodate Personalised Housing Plans in line with statutory requirements.
The position plays a vital role in delivering duties under the Homelessness Reduction Act 2017 and relevant associated legislation including the Care Act and the Children s Act.
Key Duties/Accountabilities (Sample):
Act as first point of contact for customers with housing needs providing advice and assistance in person by phone and online.
Conduct housing needs assessments develop and maintain Personalised Housing Plans to prevent and relieve homelessness.
Deliver a facetoface and telephonebased triage and advisory service signposting to relevant internal and external support services.
Support vulnerable customers to access housing options in both public and private sectors.
Advise clients on a full range of housing options including local authority housing private renting mutual exchange schemes and shared ownership.
Aid with bidding for properties using relevant online systems.
Assist customers with accessing online portals and systems through digital hubs.
Draft responses to complaints correspondence and member enquiries.
Liaise effectively with internal teams external agencies and partners to ensure timely support and service delivery.
Monitor analyse and report on service user data to support continuous improvement.
Participate in community events and outreach activities to promote available housing services.
Ensure service compliance with health and safety policies safeguarding duties and equal opportunity standards.
Skills/Experience:
Indepth knowledge of housing legislation including the Housing Acts ofthe Homelessness Reduction Act 2017 the Care Act 2014 and the Children s Act 1989.
General understanding of innercity housing challenges.
Strong knowledge of welfare benefits and support services relevant to individuals experiencing housing difficulties.
Experience in delivering customerfacing services with sensitivity and professionalism.
Skilled in negotiation problemsolving and the ability to resolve complex housing queries.
Proven ability to manage sensitive conversations with empathy and clarity both verbally and in writing.
Ability to organise and analyse information effectively for reports assessments and correspondence.
Competent in using IT systems including Microsoft Office packages (Word Excel) and databases.
Able to work independently and collaboratively within a team supporting new staff where necessary.
Strong time management skills and ability to handle a busy and varied caseload.
Additional Information:
Enhanced DBS is required for this role.
In-depth knowledge of housing legislation, including the Housing Acts of 1996, 1988, 2004, the Homelessness Reduction Act 2017, the Care Act 2014, and the Children s Act 1989. General understanding of inner-city housing challenges. Strong knowledge of welfare benefits and support services relevant to individuals experiencing housing difficulties. Experience in delivering customer-facing services with sensitivity and professionalism. Skilled in negotiation, problem-solving, and the ability to resolve complex housing queries. Proven ability to manage sensitive conversations with empathy and clarity, both verbally and in writing. Ability to organise and analyse information effectively for reports, assessments, and correspondence. Competent in using IT systems including Microsoft Office packages (Word, Excel) and databases. Able to work independently and collaboratively within a team, supporting new staff where necessary. Strong time management skills and ability to handle a busy and varied caseload.
Employment Type
Full Time
Key Skills
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