TOAS Administrator

Location: Hybrid - Eyre Street, Sheffield - this role is partly based at home, partly in the Sheffield offices.

Salary: Grade 2 - £28,216.60 per annum (pro rata for part time)

Contract: Permanent

Hours– 15 per week. Hours worked each day are negotiable but will need to include Tuesdays and Thursdays. This could be two 7.5-hour days or three 5 hour days.

Closing date: Monday 6th January 2025 at 11:30pm

Do you have an exceptional telephone manner and extensive administrative experience? Are you dedicated to bringing about real change in tackling the housing emergency? Join Shelter as a TOAS Administrator and help in our fight for home.

About The Role

You will play a key role in ensuring the service complies with contract requirements and meets KPIs.  Your focus will be:

• Providing administrative and office support to ensure the most effective delivery of Helpline Plus telephone casework services.
• Undertaking administrative projects to improve systems and practice for the benefit of staff and clients
• Inputting data on our CRM system

The role also involves extensive telephone contact with clients so good verbal communication skills and a commitment to excellent customer service are essential.

About You

You will have:

• Considerable experience in a client/customer service role
• Experience in handling incoming calls and making outbound calls to clients and partner organisations
• Fast accurate keyboard skills and experience of using a range of IT tools to carry out your work, including case management systems and databases, Microsoft Office applications, internet and email etc.
• Experience of administrative systems and office management

Benefits

We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

About The Team

Helpline Plus telephone Casework team is a team of experienced specialist housing and debt advisers. We have four teams of advisers based in Shelter’s Sheffield office. We work with multiple external referral partner organisations to achieve the best possible outcomes for our clients.

Helpline Plus provides legal advice and casework to enforce the rights of homeless people and assists those facing possession action or orders for sale to remain in their homes. We negotiate with councils, lenders and landlords to try to prevent court action.

Due to the nature of the service we can provide prompt access and may take on emergency cases, in particular to people who are beyond the reach of face to face services.

About Shelter

Home is a human right. It’s our foundation and where we thrive. Yet every day millions of people are being devastated by the housing emergency.

We exist to defend the right to a safe home. Because home is everything.

We need ambitious, passionate people to join us. This is your chance to play a part in the fundamental change we are striving to achieve.

Our enemy is the social injustice at the core of the escalating housing emergency. To win this fight, we must be representative of the people we are here to help and those who support our movement. In all our people decisions, we take pride in being inclusive, equitable and transparent. We are committed to combating racism both within and outside Shelter. We welcome you on our journey to becoming truly anti-racist.

How to Apply

Please click ‘Apply for Job’ on the advert. You are required to submit a CV and a supporting statement using the STAR format with responses to the following points in the ‘About you’ section of the job description of no more than 350 words each.

Please ensure you demonstrate how you address the behaviours below throughout your responses:

• We prioritise diversity and have an inclusive and open mindset

Safeguarding Statement

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

Recruitment Agencies

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.