Allocations and Onboarding Officer

2 days 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.

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 Operations team as a 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 keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.
**The role**
We have a fantastic opportunity for someone to join us in the position of Allocations and Onboarding Officer in London. Your responsibilities will include:

- Provide a professional and responsive allocations and onboarding service and the management of new and empty homes with due regard to corporate policy, published guidance, nomination agreements, and regulatory and legislation requirements.
- 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 through each step of the process including the initial 6-week period while they settle 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.
- Oversee the decant process for households that are unable to stay in their current accommodation. Ensuring temporary moves are carried out in line with procedures and those affected by stock transfer are given the correct support and advice.
- Take a proactive approach to all aspects of lettings that includes (but is not limited to) home visits, tenancy terminations, pre-void and property inspections, viewings, transfers 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, tort notices are issued when appropriate, that the property meets the lettable standard, and any outstanding repair or estate maintenance issue is reported and followed up.
- Responsible for all administration tasks relating setting up new tenancies, including informing Council Tax and utility companies, setting up tenancy on IT systems with all documents correctly recorded.
- 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

**What you will need to succeed**
- 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

We would be keen to speak to recent graduates interested in a career within social housing.
**The offer**
- **Salary:£30,000**:

- **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 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 year.
- **Get paid to do good.** We offer you two days off on full pay each year to volunteer in our communities.
- **Well done** With our colleague recognition programme you will know when you’ve done a #greatjob
- **Learning never stops.** 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.

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