Adviser - Telephone & Online Advice
Closing date: 26 July 2017
We're looking for three customer-focused individual with experience of advice work and a good understanding of homelessness, housing and related social welfare issues, to deliver a professional advice service to our clients.
Shelter's National Helpline provides free legal advice to members of the public on housing rights and options. As well as handling around 120,000 calls and online chats a year from people in housing need, we act as a gateway to our locally based Advice centres. We also provide the crucial evidence we need to support our campaigns for action on housing and homelessness, both at regional and national level. Join us as a Telephone & Online Advice Services Adviser and you could soon be playing a vital part in our future.
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 focussed telephone and online advice service to Shelter clients (including providing 2 nd tier advice to other agencies where appropriate)
- Giving full advice on a variety of legal problems, including homelessness and housing
- Undertaking some complex enquiries/cases supported by the training support team or Team Leader
- Using diagnostic questioning to assess and agree caller needs and identify desired outcomes and actions and empowering clients to self-help where appropriate.
And what you'll need:
- Proven relevant experience, i.e. advice work with a specific interest in housing law, plus a good understanding of related areas of law, e.g. welfare benefits
- Some exposure to Housing Casework at Legal Services Commission Specialist Quality Mark level
- Good typing skills and proficiency using case management systems and Microsoft Office applications
- A proactive, results-driven approach and the ability to communicate effectively both verbally and in writing and suggest ideas, lead change and improve performance.
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.