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Housing and Benefits Technical Advisor - Triage - NR7 0DU



Job Type






No day the same, making positive change

What you could be part of…

The Housing and Benefit Team has been at the forefront of the government’s response to the pandemic. People have been impacted on numerous fronts including loss or reduction in employment, reduction in income, family breakdowns all of which are increasing hardship and the risk of homelessness. Being part of the Housing and Benefit Team provides you with the opportunity to help people either directly or by providing them with the skills they need to help themselves.

So far this year we have provided over a £1.5million worth of hardship payments, administered almost £50million worth of benefits, provided new homes to over a 1000 people and helped over 60 people off the streets into long term sustainable housing.

We do this through a range of roles and expertise which are covered by a great team of over 80 people. Every single role is essential in helping our residents when they most need it.

What you’ll be doing…

These roles help assist with the increase in phone contact and web contact we are now receiving. You will predominately be on the phones however, this role will also involve looking up and reviewing information on the system to assist where possible or refer/signpost when not. It is an enjoyable interactive role which is essential to support the team’s specialist roles. 

  • You would be the first point of contact for customers seeking help with their housing, helping resolve the customers issues where possible or ensuring they are referred to another service quickly if needed
  • Undertake a range of administrative work to support the work of Housing and Help Hub teams ensuring that customers have seamless access to a wide range of support
  • Keep excellent records of customer contacts and outcomes while ensuring that information is recorded and shared within GDPR rules
  • Provide excellent customer service to a high number of customers with a housing need
  • Provide support to book appointments, undertake background research or gather information to enable effective decisions to be made
  • Support colleagues in the housing and benefits team with administrative work such as scanning documents and updating case notes
  • Be provided with support and training on important housing topics

You must have…

5 GCSEs A-C grade or equivalent, or able to demonstrate ability at this level. Have an ability to multitask and work under pressure to meet deadlines with a high level of attention to detail.  Experience of developing and implementing procedures working in a team. Occasional travel to temporary accommodation properties may be required.

What’s in it for you…

Our package includes:

  • 25 days holiday increasing to 28 days after 5 years service plus bank holidays (pro-rata for part time employees)
  • Opportunity to work your hours flexibly to improve your work life balance (where operationally possible)
  • Employer pension contributions of 15% with the option to make additional voluntary contributions
  • Access to our One Team Rewards scheme including discounts in high street shops and restaurants, employee assistance programme and car lease scheme – with more to come!
  • Payroll giving scheme
  • Regular reviews with your line manager, develop a personal development plan, as well as opportunities to undertake training
  • Compassionate leave and sickness entitlement for times of need 
  • Support towards volunteering days in the community and encouragement to be involved with fun activities to raise money for local and national charities.

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