Jobs in London - Gateway Customer Service Officer • South East London

Company: CRA GROUP RECRUITMENT AND PAYROLL LTD

South East London

2-3 months contract with a Local Authority Job Summary:• This role involves providing a comprehensive, customer-focused 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 housing-related enquiries, conducting interviews, delivering advice face-to-face and over the phone, and maintaining accurate and up-to-date 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 face-to-face and telephone-based 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:• 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.Additional Information:• Enhanced DBS is required for this role.