Call Serve Officer

Salary: £28,608 - £30,515 a year pro rata

Location:
Council House and Hybrid

Hours: 21.72 hours per week

Working Pattern: 3 days per week

Contract Type:
Temporary / Fixed Term for 18 months

Closing Date: 23rd October 2026

Join DASH (Decent and Safe Homes) Services, an innovative regional service hosted by Derby City Council and working with Local Authorities across England to improve standards and outcomes within the private rented sector. As a Call Before You Serve (CB4YS) Officer, you will play a vital role in preventing homelessness by supporting landlords, tenants and local authority partners to sustain tenancies and resolve housing issues before they reach crisis point.

This is an exciting opportunity to make a real difference, using your housing and homelessness expertise to deliver practical solutions that help people remain in their homes while building positive relationships across the private rented sector.

• Managing a caseload of referrals aimed at preventing homelessness and sustaining private rented sector tenancies.
• Providing specialist advice on tenancy law, housing legislation, homelessness prevention, welfare benefits and the private rented sector.
• Working closely with landlords, tenants and local authority officers to identify practical solutions that prevent tenancy breakdown and homelessness.
• Delivering mediation and negotiation between landlords and tenants to achieve positive outcomes and avoid eviction.
• Supporting landlords to understand and comply with relevant housing and tenancy legislation.
• Gathering, analysing and presenting information to assist local authorities in making housing and homelessness decisions.
• Maintaining accurate case records, reports and performance data in line with quality standards and data protection requirements.
• Monitoring progress against service level agreements, performance targets and customer outcomes.

You will be a motivated and solutions-focused professional with experience in homelessness prevention, housing advice, welfare benefits or the private rented sector. You will have a strong understanding of housing legislation, tenancy law and the challenges faced by both landlords and tenants, with the confidence to provide accurate guidance in complex situations.

• GCSE Grade C (or equivalent) in English and Maths.
• Knowledge of homelessness legislation, including the Homelessness Reduction Act.
• Knowledge of housing law, tenancy legislation and the Renters' Rights framework.
• Experience of working within homelessness prevention, housing, lettings or the private rented sector.
• A strong understanding of welfare benefits, Universal Credit and Welfare Reform.
• Excellent communication skills with the ability to build rapport, influence, negotiate and mediate effectively.
• Experience of delivering advice and support over the telephone, online and face to face.
• Strong analytical and problem-solving skills with the ability to interpret legislation and assess individual circumstances.
• Excellent organisational skills and the ability to manage competing priorities and deadlines.
• A customer-focused, non-judgemental and empathetic approach when supporting people in challenging situations.
• Confidence using Microsoft Office applications, including Excel and PowerPoint.
• The ability to work independently while contributing positively to a collaborative team environment.
• A positive, enthusiastic and resilient attitude, with a genuine commitment to preventing homelessness and improving housing outcomes.

This role is ideal for someone with a proactive, can-do approach who is passionate about making a difference, enjoys building positive relationships with landlords and partners, and is committed to helping people…