Job Title: Helpline Coordinator
We are seeking a passionate and dedicated Helpline Coordinator to inspire and supervise our team of helpline advisers in providing comprehensive, holistic advice and support to people in housing need.
This is an exciting opportunity to play a key role in the day-to-day coordination of our helpline service, ensuring the effective and efficient management of internal and external referrals.
Main Responsibilities:
* Providing specialist support by offering comprehensive and holistic advice on key areas such as homelessness, housing debt, and housing issues to members of the public and relevant agencies.
* Coordinating internal referrals by managing the helpline's referral process, ensuring cases are escalated to advocacy and mediation services when necessary.
* Coordinating external referrals by liaising with external agencies to manage appropriate inbound referrals.
About You:
* You will have at least 5 GCSEs or equivalent.
* At least 1 year's experience of providing money or debt advice and housing advice to the public in a social welfare setting.
* At least 1 year's experience of working in a customer or client-focused environment as part of a team.
* Experience of using IT, Microsoft Office applications, databases, and telephony systems.
* Previous supervisory experience in a customer or client-focused environment.
About Housing Rights:
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 and mediation 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 achieve our vision 'when everyone has a home'.
What We Can Offer:
* 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.