Allocations and Onboarding Officer

5 months ago

London, United Kingdom One Housing Group Full time

**Allocations and Onboarding Officer**
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.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

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 Services team as an Allocations and Onboarding Officer**

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

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 Allocations and Onboarding Officer in Camden, London.

**Salary**: £33,000 - £35,000
**Location**: Hybrid, 2 days in the Camden office and 3 days working from home

Your responsibilities will include:

- Provide a professional and responsive allocations and onboarding service and the management of empty homes
- Ensure homes are let within all landlord/freeholder obligations, properties are advertised accurately, all relevant property and household checks are carried out, the correct tenancy is issued and the correct charges applied.
- Provide a seamless and skilled welcome for our new customers, from advertising the property right through to them being settled into their new home, ensuring they are aware of their responsibilities and the services and standards they can expect and that their details are correctly recorded in the relevant IT systems.
- Take a proactive approach to all aspects of lettings that includes (but is not limited to) home visits, tenancy terminations, property inspections, viewings and mutual exchanges to ensure satisfactory levels of performance that achieve or exceed agreed targets and objectives.
- Ensure the correct policies, procedures and processes relating to lettings, sign ups, tenancy commencements and voids are followed, that the property meets the lettable standard, and any outstanding repair or estate maintenance issue is reported and followed up
- Provide specialist advice and guidance to colleagues, residents and the general public on all matters relating to allocations, lettings, housing options and to support the sustainment of tenancy types.
- Responsible for dealing with any queries or complaints that are too complex for the Customer Service Centre, with the objective of continually reducing complaints and increasing customer satisfaction.
- Liaise with local authorities, other social landlords and partner agencies to deliver the service and to meet nomination agreements and achieve policy objectives and key performance indicators.
- Contribute to the team and other departments through active and constructive participation, providing support to colleagues as necessary to embed a Customer First culture and deliver the service customers expect and a home that meets their expectations and needs

**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 who is positive and friendly.
- Experience of allocations, lettings and housing options
- Good level of IT skills and literacy, comfortable working flexibly
- Experience of lettings and tenancies
- Good team worker with a commitment to continuous improvement
- Understand and able to demonstrate customer care and service excellence
- Able to communicate effectively at all levels
- Professional, friendly, honest and open with a positive ‘can do’ attitude.
- Self-motivated, performance driven with the ability to organise own work and work under pressure
- Target and performance aware
- Knowledge of housing legalisation and regulatory requirements (Desirable)

**The offer**
- **Salary:£33,000 - £35,000**:

- **Your holidays are important to us.** Take up to 28 days annual leave plus bank holidays.
- **Lean travel.** Spread the cost of your commute with a season ticket loans and our Cycle2Work sch

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