Sheffield, South Yorkshire
£23,239 pa + excellent benefits • 18.75 hours a week (fixed term contract for 12 months)
Contract, Part-time
Job description

We’re looking for a customer-focused individual with considerable experience of homelessness, housing and related social welfare issues, including extensive knowledge/experience of housing law, to join us as a Telephone Housing Advisor and help us to help more people in housing need.


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. This is your chance to play a part in the fundamental change we are striving to achieve. 


Funded by the Ministry for Housing, Communities and Local Government, The National Homelessness Advice Service is a project delivered by Shelter. It’s purpose? To provide specialist support for housing advice providers and promote and support good practice in the provision of high quality housing advice, with a focus on preventing homelessness. As well as delivering free training in housing law to 4,500 advisers from the local authority and advice sectors, we handle over 10,000 calls per year on the NHAS Consultancy Line and promote joint working between voluntary and statutory agencies. In short, get ready for lots of challenge and variety.


About the role

You’ll be responsible for delivering a professional, impartial, pragmatic and outcome focused telephone and email 2nd tier advice to other agencies, including Local Authorities and advice agencies. This will involve using diagnostic questioning to assess and agree clients’ needs, giving full advice on different legal problems that include homelessness and housing issues, we’ll rely on you to undertake some of the more complex cases too (with the support of a senior colleague). And, when it comes to making sure all work meets quality, contractual, performance and professional targets and standards again, we’ll count on you to deliver.


About you

A proven track record in a related area is essential as is extensive knowledge/experience of housing law. We’ll also be looking for a commercially aware, results-driven and client focused approach that enables you to understand others’ needs and strive to deliver a prompt, effective and personalised service. Good listening skills are vital too, as is the ability to positively influence others and persuade them to change their views, intentions or actions for the good. Proficient using a case management system and Microsoft Office applications, the ability to type is also required in order to succeed.



We offer a wide range of benefits, including 30 days of annual leave (pro rata), enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, 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.


For further information about the role and the benefits of working for Shelter please visit our website.  Apply to be part of our advice 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.

Refreshed on: 03 June 2020
Closed date: 09 June 2020
Tags: Advice, Information