Lettings Manager

at  Gateshead Council

We are recruiting to the role of Lettings Manager (Housing Register) to join our busy allocations team.
You will join us at an exciting time: in the past year we have launched Gateshead Council’s Home Choice scheme, transferred to a new ICT allocations module and implemented a new Allocations Policy. Such change brings challenge and you will assist in transforming the service for customers and colleagues alike.
This is a new role within the lettings service and you will be instrumental in creating positive change whilst leading a large and varied team. Whilst you will be part of a comprehensive allocations service, which covers all lettings related activity from advice to shortlisting and viewings, your focus will be on the Housing Register: assessing applications and ensuring registration is as efficient and effective as possible.
Demand for social housing in Gateshead far exceeds supply and our housing register has grown significantly in recent years. This increase in applications has lead to a backlog in processing and your role will be key in bringing the backlog down and streamlining services. You will be responsible for overseeing the advice and information customers are given at the ‘front end’ of the rehousing process to manage expectations and ensure any customer contacts are dealt with effectively.
You will oversee day to day management of a team responsible for application verification, processing and assessing and ensure appropriate priorities are applied, including medical assessments. You will also work in partnership with our Registered Providers to ensure the customer experience of Home Choice is the best it can be and all routes to access social housing are considered by our customers.
Reporting to the Home Choice Manager, you will be self-motivated, proactive, and keen to make a positive contribution to the allocations service in Gateshead. We are seeking a creative problem solver who can devise and apply procedures but does not use them as a barrier to ‘doing the right thing’.
You will place the customer at the heart of service provision and engage teams within the lettings service to be forward thinking and strive for service improvement. You will be people-focused and have a wealth of experience in dealing with vulnerable customers, difficult situations, complaints and partnership working. You will be skilled at liaising with other housing services such as Housing Solutions, Voids and Housing Management teams to ensure the best outcome for our customers.
Experience of working within an allocations service is a must and you should be very familiar with choice based lettings. A competent and confident team leader, you will have experience of managing, supporting and motivating a team, ideally through periods of change.
You will be expected to deputise for the Home Choice Manager as necessary and cover for the Lettings Manager (Allocations). The role is suitable for hybrid working and will involve a combination of working in the office and working remotely.
This is a varied and dynamic role and we are seeking an equally attributed individual. Please read the job profile and ensure you meet all essential criteria before applying.

Please refer the Job description for details