Landlord Helpline Coordinator

As part of our Advice Services Team, you will help ensure that private rented sector landlords receive high‑quality, accurate guidance—supporting better outcomes for both landlords and tenants, and contributing to the wider mission of Housing Rights.

You will do this by:

• coordinating daily helpline operations and ensure adequate staffing.
• monitoring service delivery, evaluate performance and support continuous improvements.
• supervising the Helpline Adviser, including 1:1s, appraisals and case reviews.
• working with the Advice Services Manager on staffing and performance matters.
• promoting the helpline externally, sharing updates with stakeholders.
• providing insights on service usage and trends during internal meetings
• triaging calls delivering specialist, accurate advice using the latest resources
• referring suitable cases to other internal services
• ensuring compliance with organisational quality standards
• building strong working relationships, internally and externally

You will bring:

• agood standard of education with strong skills in numeracyandliteracy
• at least 1 year’s full-time(or equivalent part-time) experience,obtainedofproviding money/debt advice and housing advice to the public, using the telephone and on aface-to-facebasis,in a social welfare context
• at least 1 year’s full-time (or equivalent part-time) demonstrated experience of working in a customer or client focused environment, as part of a team
• experience of using Microsoft Office, databases, telephony systems and administrative procedures in a customer focused environment
• project coordination or supervisory experience

The closing date for this post is midday on 2 March 2026.

Email completed application and equal opportunities monitoring forms to recr by the closing date. Late applications will not be accepted.