Booking, Cancellations and TA Tracking Officer

About us at Hounslow

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

If you join us, you’ll have access to a range of employee benefits.  Read more about these here.

About The Role

This is an exciting opportunity to join Homelessness, Independence and Preventative Services which adopts a preventative approach across the housing, health and social care agendas. You will be a frontline professional delivering a first class, modern and flexible service to some of the most vulnerable people in the Borough.

About The Team You’ll Be Working In

This is an exciting and busy role that is at the centre of the Councils response to homelessness. The service is developing and progressing our agenda to reduce the use of temporary accommodation and achieve more upstream prevention outcomes.

1. If you want to work in the public sector and be part of a progressive team, this is a unique opportunity for you as we are interested in what you can bring to help us improve and develop our services for our customers.
2. This role is to book-in, and cancel, and track applicants placed in emergency and temporary accommodation to ensure compliance with relevant legislation and guidance.
3. You will provide high standards of face-to-face customer services to homeless residents approaching the Housing Service in person at Hounslow House, ensuring that they are suitable placed into emergency accommodation.
4. You will maintain accurate records to maximise use of available accommodation, transferring households to more suitable accommodation as required and assist with the collection of income by tracking rent accounts and Housing Benefit claims.
5. You will help resolve issues where applicants may no longer be residing in their accommodation. You assist with emergency and temporary accommodation placements, liaising with external providers. You proactively prevent and resolve crisis and work collaboratively to resolve wide ranging issues associated with emergency accommodation.

Essential for the Role

Standard DBS check is required for the role.

The key information you need about the role should be in the Role profile, but if you have any further questions about the role, please contact:

Email: Paul.Nally@hounslow.gov.uk 

Interviews for this job will be held during October 2025.

Closing date – 07/10/2025