Housing Allocations and Onboarding Manager

Housing Allocations and Onboarding Manager

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs. We are part of Riverside, a group of complementary businesses with a charitable housing association at its core. We believe in creating places that people can call home, supporting people to live well and building lasting homes and communities.

Our Property Services team is knowledgeable, skilled, friendly and we love what we do. We are passionate about the high quality of service we provide.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Operations team as a Housing Allocations and Onboarding Manager.

The role will sit within the Customer Operations department, which delivers a range of customer services through front line teams and specialist teams for our residents. This includes the corporate Customer Service Centre, income collection, Right to Acquire and staircasing’s, Allocations and resident management and rent and service charge setting. Customer Operations also provides legal services to
the organisation.

Housing sits at the heart of our organisation. We believe that everyone deserves a safe, secure, affordable home. Our Property Services team is crucial in helping us deliver on this vision.

We’re an organisation with strong values. We Care, We are Inclusive and We are Trusted. This is what makes us such a great team, working together as one to achieve our vision of Transforming Lives, Revitalising Neighbourhoods

The role

We have a fantastic opportunity for someone to join us in the position of Housing Allocations and Onboarding Manager in Camden, London.

Salary: £44,000 - £46,000
Location: 3 days per week from home and 2 days per week from the Camden office
Contract: 12-month Fixed Term Contract to cover Maternity Leave,

Your responsibilities will include:

• Provide a professional & customer orientated allocations, lettings and void service with adherence to the allocations & regulatory framework, legislation, our nominations agreements, corporate goals, the Tower Hamlets common housing register and choice-based lettings.
• Direct line management of the team, their day-to-day workload and performance management, leading and encouraging active participation in team meetings and preparing of guidance notes for their use.
• Ensuring our general needs stock is allocated efficiently, compliantly and within performance parameters including bulk lettings of new build stock.
• Liaise with local authorities, Registered Providers and partner agencies to deliver the service and achieve policy objectives and KPIs.
• Acquire, maintain and implement up to date knowledge on all forms of housing options and mobility initiatives to proactively advise & assist applicants seeking alternative re-housing options.
• Advice and guidance to colleagues, residents on all matters relating to allocations, voids, letting and housing options and taking action to support the sustainment of tenancies.
• Assist in ensuring the effective use of existing housing stock (in part through managing the nominations process).
• To provide input in the formative stages of new development schemes to ensure requirements and preferences are known.
• Offering an efficient, proactive and high level of customer service to the residents ensuring high levels of customer satisfaction to all stakeholders.
• To support the organisational responsibility to keep our customers safe and free from harm, including through compliance programme (i.e. fire safety, gas) and safeguarding / duty of care concerns
• To attend meeting and represent the Association at stakeholder meetings.
• To draft and compile reports so they are clear and concise for the committee or Board, Members enquiries, stage one complaints when required.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and is friendly and positive.

The successful candidate will:

• Minimum of 4- year experience within lettings, a proven track record
• Minimum of 2-year team management
• Previous work experience in social housing or estate management sector
• Experience of working in a customer service environment that deals directly with customers.
• Proactive, self-motivated, assertive & confident with the ability to organise own work under pressure.
• Excellent communication, rapport building skills and interpersonal skills.
• Strong negotiation skills
• Knowledge of property law
• Target and performance managing skills required.
• Able to work in a fast-paced target driven environment.
• Experience of allocations, lettings & housing options (Desirable)
• Extensive understanding of legislation, case law, policies, regulation and legal processes around Allocations and Lettings, Resident Management and other customer service areas. (Desirable)
• AIRPM/MIRPM, CIH, Institute of Customer Service (Desirable)

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: £44,000 - £46,000
• Your holidays are important to us. Take up to 28 days annual leave plus bank
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

About us

One Housing is a subsidiary of the Riverside Group. The Riverside Group was established more than 90 years ago, and is now a leading provider of affordable housing, care and support services in England and Scotland. The group manages more than 75,000 homes and operates across 160 local authorities. Riverside transforms lives by providing well maintained, high-quality housing while creating new opportunities for customers through job schemes, affordable warmth programmes, and money advice.

Working in some of the most diverse communities in the UK, we understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.

Please note that the application closing date is included as a guide and adverts may be withdrawn and vacancies closed before any guide date indicated. We recommend that if you are interested in applying for this role that you do not delay in submitting your application.

OHGCORP

Proud member of the Disability Confident employer scheme