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Page 4 of 8
Sheffield, South Yorkshire
£24,833 (inc. £1,645 Out of Hours Payment) pa + exc. benefits. 2 year fixed term contract
Contract, Full-time
Job description

Would you like to help our clients understand and enforce their housing rights? Do you have a background in customer service, advice or call centre work? Then join Shelter’s National Helpline as a Telephone and Online Advice Services Adviser and help us to help and empower our clients. Don’t worry if you don’t have previous housing advice experience as Shelter will provide full training and support.

A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change — with individuals, in communities, across society – and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. Shelter's National Helpline provides free legal advice to members of the public on housing rights and options. We handle around 100,000 calls and online chats a year from people in housing need. This is your chance to play a part in the fundamental change we are striving to achieve.

About the Role
Day-to-day you will be working on Shelter’s National Helpline handling incoming calls from clients who are a facing a housing or homelessness problem. You will be delivering legal and practical advice as well as using diagnostic questioning to assess and agree clients' needs and identify desired outcomes and actions. We empower you to use your initiative to do whatever you can to support and resolve your client’s issues.

This is a challenging, diverse and rewarding role with an opportunity to use a variety of skills that will see you make a real difference to people’s lives.

About you
A background in customer service of any kind is essential.  We are looking for positive, client focused people with a collaborative approach and the ability to communicate effectively, both verbally and in writing.

Respectful of other people's opinions, you're happy to challenge the status quo and not afraid to suggest ideas, lead change and improve performance. Proficiency using Microsoft Office applications is required, together with good typing skills.

The Helpline is open 365 days a year, Monday to Friday 8am – 8pm, and weekends 9am – 5pm. Shifts will be based on a 6-week rota including bank holidays and weekends.  Remote working is a key aspect of the role so applicants must be willing and able to work from home as and when required.

We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

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.

To find out more about the role and the benefits of working for Shelter please visit our website. Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone’s business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

At Shelter, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We also encourage applications from people, who have been homeless or have been at risk of homelessness. We are facing diverse problems, so need diverse people to tackle them. In addition to this, we encourage an approach to involving people with personal insight of housing issues and homelessness in our recruitment processes.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

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Posted on: 29 May 2020
Closing date: 21 June 2020
Tags: Advice, Information
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