Landlord Helpline Coordinator; part time

Salary Scale: £33,542-£34,231 per annum (pro rata if part time)

Location: Skainos Centre, Belfast (with option for hybrid working)

Contract: Part-time, fixed term until 31 August 2027

Hours: 22.5 hours per week

Make a difference to housing in Northern Ireland. Join our team.

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.

• 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’ll bring:

• a good standard of education with strong skills in numeracy and literacy
• at least 1 years full-time (or equivalent part-time) experience, obtained of providing money/debt advice and housing advice to the public, using the telephone and on a face-to-face basis, in a social welfare context
• at least 1 years 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

Housing Rights has been helping people in Northern Ireland deal with housing and homelessness problems since 1964. We help people with their housing and homelessness problems through our helplines and advice work.? We use their experiences to bring change and improvements with our policy work. We educate and inform others working in the housing and advice sectors to help their clients.??

All our work helps us to achieve our vision 'when everyone has a home'.???

We offer our people the following:

• hybrid and flexible working arrangements to support life-work balance
• tailored learning and development plans to help you grow in your career
• a generous 25-day annual leave allowance, plus 12 public holidays (pro rata)
• enhanced family-friendly policies to support your journey with us
• a comprehensive employer pension scheme with free life assurance
• free parking and an accessible office location
• fun staff events to foster team spirit and engagement
• employee wellbeing services to support your health
• a supportive, inclusive, and collaborative work environment
• a values-driven culture where your contributions truly matter

The closing date for this post is 2 March 2026 e applications will not be accepted.

Housing Rights gratefully acknowledges the financial support of the Department for Communities towards this post.

Housing Rights greatly values diversity and we actively encourage applications from all sections of the community.

Coordination Quality Assurance People Skills Stakeholder Engagement