Telephone and Online Advisers x5

Contract and Location

Contract:

Permanent

Hours:

Full time 35 hours per week
Salary:
Grade 3 – £31,600 per annum

Location:

Hybrid – expected to work from Sheffield Shelter hub less than 60% of working hours and from home the rest of the time
Closing date:
Sunday 1st March 2026 m

Our Emergency Helpline provides legal advice and assistance to members of the public who are facing a housing or homelessness crisis. The role is high‑pressure and you will need to respond immediately and effectively to the situations you are presented with. Clients typically experience a housing emergency and some are vulnerable or extremely distressed. You will use your initiative to resolve clients’ issues such as liaising with third parties, local authorities and reviewing legal documentation.

The Helpline is open Monday to Friday 8am‑6pm and Advisers work a 6‑week shift rota.

• Provide telephone and online legal advice to clients facing housing or homelessness crises.
• Respond immediately and effectively to urgent client situations.
• Liaise with third parties, local authorities and process legal documentation.

• Experience delivering services to the public and the ability to communicate complex legal information clearly, both verbally and in writing.
• Work independently and be confident enough to challenge external parties to realise clients’ housing rights.
• Emotional resilience to support clients who are distressed, experiencing trauma or may be at risk of harm.
• Proficiency in IT, including Microsoft Office and typing.
• Commitment to Equality, Diversity and Inclusion – actively promote these principles throughout your work.

Shelters Sheffield‑based telephone and online advice services play a crucial role in defending the right to a safe home. Our emergency Helpline, remote casework service and expert advice services for professionals are collectively known internally as TOAS and are the largest service in Shelter. The client data we capture informs and supports the organisation’s strategy and provides information for media, policy and research.

Please click Apply for Job below. You are required to submit a CV and a supporting statement responding to the points in the “About you” section of the job description, of no more than 350 words per point. CVs without supporting statements will not be considered.

We are holding two online drop‑in sessions between 10am and 11am, and 5pm and 6pm on 24 February 2026. Please email with the time of session you wish to attend. Attendance at these sessions is not required for an interview.