Voids & Allocations Coordinator

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

We are looking for an experienced Voids & Allocations Co-ordinator to allocate homes to nominees in the most efficient manner, maximising rental income and delivering an excellent customer experience in the process. You will produce a high-quality service that ensures compliance with standards set by GHA, local authorities and regulators as applicable.

Your duties will include but not be limited to:

• Facilitate, monitor, and promote mobility across our internal transfer list and mutual exchange demographic of customers, including determining nominations and the interpretation and application of the relevant lettings policies
• To advertise properties promptly on CBL websites using Nomination forms or Housing systems where appropriate.
• Documentation and record keeping: Accurately record customer interactions, issue details, troubleshooting steps, and resolutions in the relevant internal systems ensuring thorough and organised documentation.
• Administration and invoicing: Process all invoices including appropriate record keeping and provide any relevant administrative support to colleagues.
• To produce copy and distribute all advertising and publicity material, with special regard to choice based lettings and the advertising of vacant homes.
• To assist in developing our internal transfer list and to assist in helping us make the best use of our housing stock, including making recommendations for property alterations to help ease overcrowding or to help those customers who's circumstances have changed due to health reasons

Knowledge, Skills and Experience

• Previous experience in a customer service or technical support role is desirable.
• Ability to work well under pressure, manage multiple customer interactions simultaneously, and meet established performance targets
• Proficiency in using helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
• Strong attention to detail and organisational skills to ensure accurate documentation and follow-up on customer cases.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health - help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme - including free legal, financial and counselling advice.
• Pension - up to 10% employer contribution.

Please note only shortlisted candidates will be contacted.

CLOSING DATE: Monday 1st April 2024

INTERVIEWS: 4th April 2024

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.