Head of Allocations and Onboarding

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 Operations 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 the Head of Allocations and Onboarding

Our Customer Operations 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 Head of Allocations and Onboarding in Camden. This role will have hybrid working. In addition, there will also be occasional travel around different sites. Your responsibilities will include:

• Lead on the delivery of a professional and responsive lettings service for all tenures and the management of empty homes with due regard to corporate policy, published guidance, nomination agreements, and regulatory and legislation requirements.
• Performance driven with a proactive, can-do attitude, able to lead the lettings function within the One Housing Group through recruitment, line management, development, coaching and training. Providing leadership and support to ensure a seamless and skilled welcome for all our new customers.
• Responsible for data analysis and reporting on letting activities, ensuring our performance measures enable robust monitoring, and the identification and development of service improvements.
• Oversee the ‘onboarding’ experience across all tenures, ensuring our processes are efficient and easy for customers and staff to navigate, embracing innovation and maximising digital channels, while ensuring homes are let within agreed timescales and to agreed standards.
• Able to build effective relationships with local authorities, other social landlords and partner agencies to deliver the service and to achieve statutory obligations, policy objectives and key performance indicators.
• Lead, inspire, motivate and support the team through a Customer First approach, leading by example and providing mentoring as required to ensure efficient and effective communication to all customers.
• Maximise revenue through low void levels, ensuring market and intermediate homes are promoted to attract applicants and properties refusal rates are minimised.
• Maximise homes available to let by ensuring they are occupied by the intended person(s) and all related records are maintained correctly.

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. The successful candidate will:

• Experience of managing a lettings team in a social housing setting
• Good knowledge of relevant legislative and regulatory framework
• Ability to manage, motivate and provide direction to others to get the job done
• Strong leadership experience, committed to building on recognising potential and able to get the best from your team
• Experience of successful relationships with internal and external partners
• Able to communicate effectively at all levels, producing written and verbal communication that is clear, concise, comprehensive and accurate.

The offer

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

• Salary: £60-65,000
• 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.
• 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

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and their workforce reflects that. 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.