Gateway Customer Service Officer

Why Southwark?

Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and enviable reputation. As a Council, we are successful, passionate and forward-thinking. We are committed to our ‘Fairer Futures for All’ promise which ensures that our residents and businesses are central to everything we do. If you want to make a difference at a local level, apply to Southwark Council today.

What You'll Be Doing

To provide advice and assistance to customers attending the Council’s Homesearch Centre and ensure that they receive the help they require at the earliest opportunity.

To administer appointments for all services where clients require additional assistance after being provided with the right advice required.

To provide a daily telephone advice service on behalf of Housing Solutions Service for customers with housing related problems including those at risk of homelessness providing them with comprehensive advice to resolve their query or to enable them to access services, including making appointments and signposting them to other services

To undertake interviews with all homelessness customers on a face to ace basis and to ensure the personalised plans and outcomes of the homelessness prevention and relief interview work is communicated to customers clearly and to support vulnerable customers to access alternative accommodation in the private rented sector, and affordable housing sector.

To assess the customers housing needs in accordance with the Homelessness Act 2017. A high percentage of customers presenting as homeless will be vulnerable and it is essential to assess the customers needs accurately in accordance with the Care Act 2014, the Children’s Act 1989 and all relevant housing legislation,

To conduct pre-assessment/filtering interviews enabling clients to access the advice and assistance suitable to them at the earliest opportunity.

To provide a face to face interviews and telephone advice service to customers seeking housing and homelessness advice, preventing homelessness, making appointments as necessary and signposting them to relevant services.

What We're Looking For

You’ll be calm, approachable and confident dealing with people in difficult circumstances. You’ll be able to balance empathy with sound judgement, and thrive in a fast-paced, high-volume service environment.

You’ll bring:

• Knowledge of inner-city housing issues and homelessness.
• Strong understanding of housing and homelessness legislation, including the Housing Acts, Homelessness Reduction Act 2017, Care Act and Children’s Act.
• Knowledge of benefits, services and support available to people experiencing housing problems.
• Experience of working with the public and providing advice and support.
• Strong negotiation, communication and problem-solving skills.
• The ability to record information accurately and produce clear written correspondence and reports.
• Confidence using IT systems, including word processing, spreadsheets and databases.
• A strong commitment to equality, fairness and excellent customer service.

Additional Information

Recruitment Timeline
Closing Date: 22/03/2026

Shortlisting Date: 26/03/2026

Interview Date: 02/04/2026

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care.
• If you consider yourself to be disabled or if you have a long-term health condition.

Benefits

Working for Southwark Council – Southwark

Attachments

• Please Click Here For the Job Description and Person Specification