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Call Before You Serve

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Call Before You Serve Officer – Derby City Council

Visa Sponsorship: Not stated in the vacancy advert. Applicants who require visa sponsorship should confirm eligibility with Derby City Council before applying.

Derby City Council is recruiting a Call Before You Serve Officer to help prevent homelessness and support tenants and landlords in resolving housing problems before they escalate.

This part-time opportunity is based at the Council House in Derby, with hybrid working available. The successful candidate will join DASH (Decent and Safe Homes) Services, working with local authorities to improve outcomes in the private rented sector.

Job Details

  • Job Title: Call Before You Serve Officer
  • Employer: Derby City Council
  • Job Reference: 000012548
  • Salary: £28,608–£30,515 per year, pro rata
  • Location: Council House, Derby, with hybrid working
  • Contract: Temporary, fixed term for 18 months
  • Working Hours: 21.72 hours per week
  • Working Pattern: 3 days per week
  • Job Category: Housing
  • Date Posted: 7 October 2026
  • Closing Date: 23 October 2026
  • Interview Dates: Week commencing 2 November 2026
  • Interview Location: Council House, Derby

About the Role

The Call Before You Serve Officer will help prevent homelessness by supporting people to maintain their tenancies and resolving housing disputes before they lead to eviction or housing insecurity.

Working with landlords, tenants and local authority partners, you will provide practical housing advice, negotiate solutions and help people achieve sustainable housing outcomes.

Key Responsibilities

Your duties will include:

  • Managing referrals focused on homelessness prevention and sustaining private rented sector tenancies.
  • Providing advice on tenancy law, housing legislation, homelessness prevention and welfare benefits.
  • Working with landlords, tenants and council officers to resolve housing problems.
  • Mediating and negotiating between landlords and tenants to help prevent evictions.
  • Advising landlords on their responsibilities under relevant housing and tenancy legislation.
  • Gathering and analysing information to support local authority housing decisions.
  • Maintaining accurate case records, reports and performance data.
  • Monitoring service agreements, performance targets and customer outcomes.
  • Handling personal information in line with data protection requirements.

Essential Requirements

Applicants should have the following knowledge, skills and experience:

  • GCSE Grade C or equivalent in English and Mathematics.
  • Knowledge of homelessness legislation, including the Homelessness Reduction Act.
  • Understanding of housing law, tenancy legislation and the Renters’ Rights framework.
  • Experience in homelessness prevention, housing advice, lettings or the private rented sector.
  • Knowledge of welfare benefits, Universal Credit and welfare reform.
  • Strong communication, negotiation, mediation and influencing skills.
  • Experience providing advice and support by telephone, online and face to face.
  • Good analytical and problem-solving abilities, including interpreting legislation and assessing individual circumstances.
  • Excellent organisational skills and the ability to manage competing deadlines.
  • A customer-focused, empathetic and non-judgemental approach.
  • Confidence using Microsoft Office, including Excel and PowerPoint.
  • The ability to work independently and contribute effectively to a team.

The council is looking for someone who is proactive, resilient and committed to helping people maintain secure housing.

Salary and Employee Benefits

Derby City Council offers a range of benefits, subject to role and contract eligibility, including:

  • Local Government Pension Scheme with life cover.
  • Annual leave starting at 27 days and increasing to 32 days after five years of service, plus applicable bank holidays.
  • Options to purchase additional annual leave.
  • Flexible and hybrid working arrangements where available.
  • Employee discounts through Team Derby Rewards.
  • Learning and development opportunities, mentoring and professional qualifications.
  • Employee Assistance Programme and wellbeing support.
  • Cycle2Work scheme and free cycle training.
  • Up to 15 hours of volunteering leave per year.
  • Employee networks and inclusion initiatives.

How to Apply

Applications can be submitted through the council’s recruitment website.

Alternative CV application: Applicants who prefer to apply using a CV must complete the required Declaration Form and email it together with their CV to sarah.swingler@derby.gov.uk. A supporting statement explaining how you meet the essential criteria is strongly recommended.

Closing date: 23 October 2026. Applications received after midnight on the closing date will not be accepted.

Before applying, read the job description and person specification carefully and ensure your application demonstrates how you meet the essential criteria.

For assistance, contact Derby City Council’s Recruitment Team on 01332 640844 or email recruitmentteam@derby.gov.uk.

Important Visa Sponsorship Information

The vacancy advert does not confirm whether visa sponsorship is available. Candidates who need Skilled Worker sponsorship should contact Derby City Council directly to establish whether sponsorship can be considered for this position before submitting an application.

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Source: Derby City Council – Job Reference 000012548.

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