Case Services Officer; and Homelessness

Overview

Focus on providing an efficient and effective customer support service through responding/resolving cases within Housing Solutions for both internal and external customers to support the needs of the service delivery plan.

• On a case management basis, act as a point of contact for the customer to enhance the customer journey and customer experience.
• The work area we are looking to recruit for is Homelessness Triage, where you will be a first contact for people who are in a homelessness situation.
• This role is fast paced and busy, with no two days the same. It is interesting and rewarding work and will give you a great insight into the broad range of work Local Authorities are contributing to within the district.
• Complete an initial assessment with the applicant, either over the phone or in person.
• Deal with phone messages from the contact centre from applicants that require an answer not able to be given by the centre team.
• Process documentation that has come in the post to Housing. Processing information received.
• To provide customers with no IT access an appointment system to complete the online form over the telephone.
• Signpost /make referrals for customers to other help and support.
• Collate information and draft written replies to customers and officers related queries.

Are you passionate about delivering excellent customer service and want to make a difference to the lives of Canterbury district residents? If you have an appetite for learning, enjoy variety and want to join a friendly team who are delivering frontline services to the Canterbury district then we are looking for an enthusiastic individual to join our team.

• Someone who would like to start a career in customer service administration relating to Housing and Homelessness.
• A candidate who has compassion and empathy along with ability to get to the facts with excellent communication skills.
• Someone with professional curiosity with the ability to problem solve creatively whilst also being mindful of the legislative process we follow.
  
  A resilient person who can deal with competing priorities in this fast-paced working environment.
• Candidates who have some experience of delivering or supporting the delivery of council services, but this is not essential.

• Be supported by a wider team all pulling together to deliver services.
• Have autonomy to plan and deliver your own workload.
• Be supported to develop your skills and experience across a range of council services.
• Derive satisfaction from making a difference to people's lives every day.
• Receive generous annual leave starting at 23 Days with an additional 3 days off at Christmas plus Bank Holidays.
• Local government pension scheme.
• Flexible working – we understand the importance of a good work-life balance.
• Excellent opportunities for training and development.

Due to the nature of this role, the successful applicant will be required to undertake an enhanced DBS check as part of their pre-employment clearances.