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Telephone Housing Advisor - NHAS

Employer: Shelter

  • Reference: 012554
  • Published on: Mon 07/08/2017 09:37 AM
  • Closing on: Sun 20/08/2017 23:55 PM
  • Working Pattern: Full Time, Permanent
  • Hours: 37.5 hours per week.
  • Salary: £20,523 - £21,528 pa plus excellent benefits
  • DBS Check: No
  • Location: Sheffield

Closing date: 20 August (at 11.30pm)

We’re looking for a customer-focused individual with considerable experience of homelessness, housing and related social welfare issues to join us as a Telephone Adviser and help us help people in housing need.

Funded by the Department for Communities and Local Government, The National Homelessness Advice Service is a partnership project between Shelter and Citizens Advice. It’s purpose? To provide specialist support for housing advice providers and promote and support good practice in the provision of high quality housing advice, with a focus on preventing homelessness. As well as delivering free training in housing law to 4,500 advisers from the local authority and advice sectors, we handle over 10,000 calls per year on the NHAS Consultancy Line and promote joint working between voluntary and statutory agencies.

Benefits include 30 days annual leave, the possibility of flexible working and significant opportunities for learning and development.

Your key responsibilities:

  • Delivering a professional, impartial, pragmatic and outcome focused telephone and email advice to Shelter clients, including 2nd tier advice to other agencies where appropriate
  • Using diagnostic questioning to assess and agree clients’ needs and determine their eligibility for Legal Services and providing advocacy on behalf of clients to other agencies and authorities
  • Giving full advice on different legal problems that include homelessness and housing issues and undertaking some of the more complex cases while supported by a senior colleague
  • Making sure all work meets quality, contractual, performance and professional targets and standards.

And what you’ll need:

  • A proven track record in a related area including some experience of giving advice on housing and/or social welfare issues
  • A proactive, results-driven and client focused approach that enables you to understand others needs and strive to deliver a prompt, effective and personalized service
  • Good listening skills and the ability to positively influence others and persuade them to change their views, intentions or actions for the good
  • Proficiency using a case management system and Microsoft Office applications and the ability to type.

Shelter is committed to safeguarding and promoting the welfare of clients, in particular children, young people and vulnerable adults, and expects all staff, workers and volunteers to share this commitment.

At Shelter, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are facing diverse problems, so need diverse people to tackle them.

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help.

We’re here so no one has to fight bad housing or homelessness on their own.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them

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