Housing Allocations Officer Ref: 48-25

Person Specification

Experience and Knowledge

Essential

Experience of working with and supporting the needs of vulnerable people
Experience of combining excellent team working with the ability to operate with a minimum amount of supervision
Proven experience of working in a busy customer service focused environment
Working knowledge of a wide range of Microsoft Office packages
Experiencing of taking initiative, identifying opportunities and taking an outcome-oriented approach to addressing challenges
Experience of taking decisions in a busy environment
Excellent time management and negotiation skills
Experience of report and letter-writing
Experience of understanding and completing research and investigation

Desirable

Experience or clear knowledge of the Housing Act 1996 and the Homelessness Reduction Act 2017
Proven experience of working in a housing advice, homelessness, supported housing, allocations and/or private sector housing
A working knowledge of housing allocations and homelessness law, and landlord and tenant law
Experience in different interview techniques.

Qualifications

Essential

Educated to A-Level standard or equivalent qualification or appropriately experienced for the role

Essential Behaviours

Collaborative:

'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'.
'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'.
'I celebrate success with my colleagues'.

Ambitious:

'I have an open mindset, take risks and explore new ways of doing things'.
'My approach to work is filled with positivity and optimism'.
'I work hard to build relationships inside and outside my own area of work'.

Results Driven:

'I am driven to achieve results and show courage and resilience even when things don't go to plan'.
'I understand our council priorities and how I make a difference.'
'I keep to my promises and challenge myself and others to deliver high-quality services'.
'I make sure I am clear on what I need to achieve, keeping a focus on results and solutions'.

Empowering:

'I show energy and drive to explore new opportunities and challenge the status quo'.
'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'.
'I look for and act on opportunities where we can generate an income or drive down costs'
'I appropriately challenge unacceptable behaviour'.
'I ask for help and support when needed'.

Supportive:

'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'.
'I understand and take care of my own well-being and of that of those around me.'
'I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable'.
'I care for my colleagues, taking an interest in them, showing support for their personal identities and what's important to them'.
'I give time to colleagues who need help or support, even when the pressure is on'.

Mental Demands

The post requires the successful candidate to deal sensitively with customers who may be vulnerable and/or emotional and situations that may be challenging, demanding and stressful, but still require clear and logical decisions to be made to bring matters to an acceptable conclusion.

The role is led by service demand and at times is likely to require regular re-prioritisation of existing workload to cope with unpredictable peaks in demand for the service which requires professionalism at all times.

In order to deal with the workload and manage customer expectation the role will regularly be mentally and emotionally demanding.

Physical Demands

The role is office based (sometimes in satellite offices) requiring the use of PC's and laptops, or working remotely from home or on site.

To be able to meet the physical and travel/mobility requirements of the post and to make home or out of office visits as required.

Health & Safety (exposure to risk)

The post is exposed to occasional unavoidable risks including:

Complex and varied work area. Need to manage to tight deadlines and look after welfare ( workplace stress)
Visits to properties that are 'filthy' and/or verminous, infested with pests, or with trip/slip hazards
Could face angry/verbally aggressive/ verbally abusive customers ( phone/email).
Majority of time is spent at work station/sedentary- VDU/ Work Related Upper Limb and Posture issues
Exposure to some personal and sensitive data and records which could affect mental well being.