Service Desk Officer LBS-006
Southwark Council
Role
JOB DESCRIPTION
POST TITLE: Assistant Housing Solutions Officer
GRADE
6
DIVISION / UNIT Housing Needsand Support
DEPARTMENT Housing
REPORTS TO: Team Manager of Housing Needs and Support.
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.
Develop and maintain effective working relationships with internal services and partner agencies.
Represent the service professionally when responding to enquiries, complaints and correspondence.
Contribute to service improvement, policy development and digital innovation initiatives.
Maintain accurate and comprehensive records, performance data and management information.
Comply with health and safety responsibilities, corporate policies and professional standards.
The Assistant Housing Needs Officer operates within Housing Needs and Support Business Unit, delivering frontline housing advice and homelessness prevention services in a complex statutory environment.
People Management Responsibilities
No direct line management responsibility.
Financial Responsibilities
Contributes to value for money and reducing temporary accommodation expenditure through effective prevention activity.
Hours of Work
36 hours per week, Monday to Friday. Participation in duty rotas may be required.
Special Conditions of the Role
• Travel across the borough for home visits and outreach activity. • Direct work with vulnerable residents and sensitive cases.
Internal Contacts:
Staff in Housing and modernisation department and across other council services External Contacts: MPs, Solicitors, Advocates, Advice Agencies, The Community Safety Unit, Southwark’s Landlord Services and Adult and Children’s Social Care services, Police, Probation Service, private sector landlords, hostels and emergency accommodation provisions, service users, their friends, relatives and advisors.
Organisational objectives:
Contribute to the development and implementation of the Council’s corporate objectives including:
Health and safety in the workplace Performance management and Investors in People Equal Opportunities and Managing Diversity policies Customer care and quality initiatives Corporate priorities and strategies
Conditions of Service
To comply with the exigencies of the service the post-holder will be required to work under various duty arrangements flexibly as required.
Probationary Period
The employment is subject to a probationary period of 26 weeks from your start date of employment with Southwark Council, during which time you will be required to demonstrate to the council’s satisfaction your suitability for the position in which you are employed.
PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job.
Knowledge, including educational qualifications: Essential (E) How assessed (S/ I/ T)
1. General knowledge of inner-city housing issues.
E
I S
2. Knowledge of relevant legislation such as the Housing Act 1996, as amended by the Homelessness Reduction Act 2017. Housing Acts 1988, 2004 and Renter’s Rights Act 2025.
E I S
3. A good knowledge of services, benefits and support available to applicants experiencing housing problems E I S
Experience:
4. Experience of workingwith members of the publicand giving advice across multiple channels of communication. E I S
5. Experience of usingnegotiation skills in resolving problems.
E
I S
6. Implementing an equal opportunities approach in service delivery
E
I S
7. Experience of analysing and organising information to include in letters and reports.
E
I
Aptitudes, Skills& Competencies:
8. Ability to communicate with service usersin an effective, sensitive and sympathetic manner, considering personal need and circumstances of customer.
E
I
9. Ability to communicate with people at all levels, in writing, bytelephone and faceto face in a clearand effective manner.
E
I
10. Able to create a positive first impression and appear approachable and interested. Respond to customer concerns in a reasoned and open manner.
E
I
11. Able work on own initiative and be self-motivated
E
I
12. Ability to use computer systems, including word processing, spreadsheets and databases for correspondence and reports.
E
I
13. Able to work effectively as a memberof a team and provide office support services
E
I
Special Conditions of Recruitment:
Comply with and promote the Council’s EqualOpportunities policy
Key: D Desirable S Shortlisting criteria
E Essential I Evaluated at interview
T Subject to test
JOB DESCRIPTION
POST TITLE: Assistant Housing Solutions Officer
GRADE
6
DIVISION / UNIT Housing Needsand Support
DEPARTMENT Housing
REPORTS TO: Team Manager of Housing Needs and Support.
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.
Develop and maintain effective working relationships with internal services and partner agencies.
Represent the service professionally when responding to enquiries, complaints and correspondence.
Contribute to service improvement, policy development and digital innovation initiatives.
Maintain accurate and comprehensive records, performance data and management information.
Comply with health and safety responsibilities, corporate policies and professional standards.
The Assistant Housing Needs Officer operates within Housing Needs and Support Business Unit, delivering frontline housing advice and homelessness prevention services in a complex statutory environment.
People Management Responsibilities
No direct line management responsibility.
Financial Responsibilities
Contributes to value for money and reducing temporary accommodation expenditure through effective prevention activity.
Hours of Work
36 hours per week, Monday to Friday. Participation in duty rotas may be required.
Special Conditions of the Role
• Travel across the borough for home visits and outreach activity. • Direct work with vulnerable residents and sensitive cases.
Internal Contacts:
Staff in Housing and modernisation department and across other council services External Contacts: MPs, Solicitors, Advocates, Advice Agencies, The Community Safety Unit, Southwark’s Landlord Services and Adult and Children’s Social Care services, Police, Probation Service, private sector landlords, hostels and emergency accommodation provisions, service users, their friends, relatives and advisors.
Organisational objectives:
Contribute to the development and implementation of the Council’s corporate objectives including:
Health and safety in the workplace Performance management and Investors in People Equal Opportunities and Managing Diversity policies Customer care and quality initiatives Corporate priorities and strategies
Conditions of Service
To comply with the exigencies of the service the post-holder will be required to work under various duty arrangements flexibly as required.
Probationary Period
The employment is subject to a probationary period of 26 weeks from your start date of employment with Southwark Council, during which time you will be required to demonstrate to the council’s satisfaction your suitability for the position in which you are employed.
PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job.
Knowledge, including educational qualifications: Essential (E) How assessed (S/ I/ T)
1. General knowledge of inner-city housing issues.
E
I S
2. Knowledge of relevant legislation such as the Housing Act 1996, as amended by the Homelessness Reduction Act 2017. Housing Acts 1988, 2004 and Renter’s Rights Act 2025.
E I S
3. A good knowledge of services, benefits and support available to applicants experiencing housing problems E I S
Experience:
4. Experience of workingwith members of the publicand giving advice across multiple channels of communication. E I S
5. Experience of usingnegotiation skills in resolving problems.
E
I S
6. Implementing an equal opportunities approach in service delivery
E
I S
7. Experience of analysing and organising information to include in letters and reports.
E
I
Aptitudes, Skills& Competencies:
8. Ability to communicate with service usersin an effective, sensitive and sympathetic manner, considering personal need and circumstances of customer.
E
I
9. Ability to communicate with people at all levels, in writing, bytelephone and faceto face in a clearand effective manner.
E
I
10. Able to create a positive first impression and appear approachable and interested. Respond to customer concerns in a reasoned and open manner.
E
I
11. Able work on own initiative and be self-motivated
E
I
12. Ability to use computer systems, including word processing, spreadsheets and databases for correspondence and reports.
E
I
13. Able to work effectively as a memberof a team and provide office support services
E
I
Special Conditions of Recruitment:
Comply with and promote the Council’s EqualOpportunities policy
Key: D Desirable S Shortlisting criteria
E Essential I Evaluated at interview
T Subject to test
POST TITLE: Assistant Housing Solutions Officer
GRADE
6
DIVISION / UNIT Housing Needsand Support
DEPARTMENT Housing
REPORTS TO: Team Manager of Housing Needs and Support. PURPOSE OF THE JOB: 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. PRINCIPAL ACCOUNTABILITIES: 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. Develop and maintain effective working relationships with internal services and partner agencies. Represent the service professionally when responding to enquiries, complaints and correspondence. Contribute to service improvement, policy development and digital innovation initiatives. Maintain accurate and comprehensive records, performance data and management information. Comply with health and safety responsibilities, corporate policies and professional standards.
JOB CONTEXT The Assistant Housing Needs Officer operates within Housing Needs and Support Business Unit, delivering frontline housing advice and homelessness prevention services in a complex statutory environment.
People Management Responsibilities
No direct line management responsibility.
Financial Responsibilities
Contributes to value for money and reducing temporary accommodation expenditure through effective prevention activity.
Hours of Work
36 hours per week, Monday to Friday. Participation in duty rotas may be required.
Special Conditions of the Role • Travel across the borough for home visits and outreach activity. • Direct work with vulnerable residents and sensitive cases. Internal Contacts: Staff in Housing and modernisation department and across other council services External Contacts: MPs, Solicitors, Advocates, Advice Agencies, The Community Safety Unit, Southwark’s Landlord Services and Adult and Children’s Social Care services, Police, Probation Service, private sector landlords, hostels and emergency accommodation provisions, service users, their friends, relatives and advisors. Organisational objectives: Contribute to the development and implementation of the Council’s corporate objectives including: Health and safety in the workplace Performance management and Investors in People Equal Opportunities and Managing Diversity policies Customer care and quality initiatives Corporate priorities and strategies
Conditions of Service To comply with the exigencies of the service the post-holder will be required to work under various duty arrangements flexibly as required. PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job.
Knowledge, including educational qualifications: Essential (E) How assessed (S/ I/ T)
1. General knowledge of inner-city housing issues.
E
I S
2. Knowledge of relevant legislation such as the Housing Act 1996, as amended by the Homelessness Reduction Act 2017. Housing Acts 1988, 2004 and Renter’s Rights Act 2025.
E I S
3. A good knowledge of services, benefits and support available to applicants experiencing housing problems E I S
Experience:
4. Experience of workingwith members of the publicand giving advice across multiple channels of communication. E I S
5. Experience of usingnegotiation skills in resolving problems.
E
I S
6. Implementing an equal opportunities approach in service delivery
E
I S
7. Experience of analysing and organising information to include in letters and reports.
E
I
Aptitudes, Skills& Competencies:
8. Ability to communicate with service usersin an effective, sensitive and sympathetic manner, considering personal need and circumstances of customer.
E
I
9. Ability to communicate with people at all levels, in writing, bytelephone and faceto face in a clearand effective manner.
E
I
10. Able to create a positive first impression and appear approachable and interested. Respond to customer concerns in a reasoned and open manner.
E
I
11. Able work on own initiative and be self-motivated
E
I
12. Ability to use computer systems, including word processing, spreadsheets and databases for correspondence and reports.
E
I
13. Able to work effectively as a memberof a team and provide office support services
E
I
Special Conditions of Recruitment:
Comply with and promote the Council’s EqualOpportunities policy
Key: D Desirable S Shortlisting criteria
E Essential I Evaluated at interview
T Subject to test