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Job description

As part of our wider Services Team, you will help ensure that private rented sector landlords receive high quality, accurate guidance, supporting better outcomes for both landlords and tenants, and contributing to the wider mission of Housing Rights. Please see employer website for full job details & person specification.

Responsibilities

• Provision of advice, assistance & direction to inbound helpline clients via telephone and digital channels.
• Be proficient in the use of Housing Rights digital and telephony channels to meet the needs of service demands.
• Undertake initial triage assessment of client housing issues using diagnostic questioning.
• Identify client needs and appropriate actions required to achieve positive outcomes.

Skills and Qualifications

Essential Skills

• 5 GCSEs at grade C or above (or equivalent).
• At least 6 months full time or equivalent part time experience in customer contact centre or providing advice to the public or dealing with complex enquiries via phone, online or face to face.
• Confident using Microsoft Office with good typing skills.
• Strong numeracy and literacy skills.
• Strong people skills.
• Able to work as part of a busy team.
• Accuracy and attention to detail.

Desirable Skills

• Qualification in law, housing, debt or social security benefits.
• At least one years full time or equivalent part time experience in customer contact centre or providing advice to the public or dealing with complex enquiries via phone, online or face to face.
• Experience using case management, such as Advice Pro.
• Experience using telephone systems in a customer-focused environment.

Further Information

Fixed term until 31 August 2027. Salary: NICS EOII £30,458-£31,097 per annum (pro rata).