Service Desk Officer

Location: Shropshire

The Assistant Housing Needs Officer provides high-quality housing advice, homelessness prevention and housing options assistance to residents experiencing housing difficulties or homelessness. The role contributes to the council's statutory duties under homelessness, housing and welfare legislation by assessing housing need, supporting the delivery of personalised housing solutions and helping residents sustain or secure suitable accommodation. The post holder works collaboratively with residents, colleagues and partner agencies to achieve positive housing outcomes, reduce homelessness and support the council's strategic commitment to prevention, early intervention and resident-focused services.

Deliver professional housing advice, homelessness prevention and housing options services to residents presenting with housing difficulties. Assess housing circumstances and identify appropriate interventions that prevent or relieve homelessness. Undertake housing needs assessments and contribute to Personalised Housing Plans. Support the delivery of statutory homelessness functions by gathering, validating and analysing information. Produce accurate statutory correspondence, decision letters, referrals and case records.

Enable residents to access housing opportunities through allocation, lettings and choice-based lettings schemes. Coordinate and facilitate access to support services that promote tenancy sustainment, independence and wellbeing. Knowledge, including educational qualifications:
Service Desk Officer Essential Service Desk Officer
1. General knowledge of inner-city housing issues.
2. Knowledge of relevant legislation such as the Housing Act 1996, as amended by the Homelessness Reduction Act 2017. Housing Acts and Renter’s Rights Act 2025. 3. A good knowledge of services, benefits and support available to applicants experiencing housing problems

Experience:

Service Desk Officer 4.

Experience of working with members of the publicand giving advice across multiple channels of communication. 5.

Experience of using negotiation skills in resolving problems.
6. Implementing an equal opportunities approach in service delivery 7.

Experience of analysing and organising information to include in letters and reports.