Allocations Advisor

Description

• Application Processing: Handle the processing of applications, conduct eligibility checks, and manage the communication with successful applicants regarding required documents, timelines as per our Policy and Procedures.
• Letting Conditions: Issue and process letting conditions to tenants, ensuring compliance with organisational policies.
• Issue Identification and Escalation: Identify complex issues and escalate them to the appropriate subject experts within the organisation when needed.
• Preparation and Advertisement: Collaborate with relevant departments to prepare for the advertisement of new developments. Prepare a keyholder system and relevant documentation, such as FAQs and development forms, as needed.
• Communication and Reporting: Address queries related to developments and schemes, manage dedicated inboxes, and ensure timely responses. Report on application returns and refusals to senior managers.
• Follow-Up: Proactively follow up on the return of applications to minimise void times, utilising spreadsheets for tracking and Active H system.
• External Agency Liaison: Work with external agencies to resolve customer inquiries and improve services, maintaining the highest standards of client confidentiality.
• Liaison with TRO: Coordinate with the Tenant Relations Officer (TRO) to ensure timely assessments, offers, and allocation of units through the Active H system.
• Communications: Managing dedicated inboxes and ensuring to respond in a timely manner.
• Refusals and Appeals: Manage refusals and appeals, providing clear evidence and rationale for decisions.
• Setup and Processing: Manage the setup of contacts and the creation of applications upon receipt of nominations. Oversee the processing of applications, including income calculations for rent checks.
• Lottery Management: Organise and manage the lottery process for new schemes, including liaising with internal and external stakeholders and overseeing the setup of contacts and applications post-lottery.

Requirements

• Customer Interaction: Demonstrate empathy and professionalism in interactions with customers, maintaining a positive representation of the organisation.
• Communication: Fluent in English with strong verbal and written communication skills, good telephone manners, and the ability to talk, type, and listen simultaneously.
• Interpersonal Skills: Excellent listening and people skills, with the ability to relate to individuals in stressful situations.
• Self-Management: Able to prioritise and manage workloads independently, working without direct supervision.
• At least one year's administration experience.
• Detail-oriented: Strong attention to detail with the ability to work under pressure and meet tight deadlines.
• Proficiency in standard desktop IT applications (e.g., Word, Excel) and the ability to operate multiple systems simultaneously, such as internal CRM systems and Active H.
• Professionalism: Tact, diplomacy, and respect for confidentiality.
• Adaptability: Motivated, adaptable to change, and open to constructive feedback.
• Team Collaboration: Ability to work effectively with internal and external partners.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance