Job at a glance
responsible for assessing housing applications, requesting and verifying supporting information, making decisions on eligibility and priority, and progressing nominations to housing providers. You'll play an important role in ensuring customers can access housing opportunities through a fair, transparent and customer-focused service. Working Arrangements: We offer a hybrid approach to working, with the successful candidate typically attending the office two days per week.
However, during your induction and training period, you'll be office-based full-time to help you build confidence in the role and get to know the team. What you'll be doing: Deliver a customer-focused housing allocations service through the Under One Roof scheme, helping people across Warrington access suitable housing opportunities. Assess housing applications, review supporting evidence and make decisions on eligibility and priority in line with local authority allocations policies and procedures.
Manage applications, property adverts, shortlisting and nominations, ensuring homes are allocated fairly, efficiently and in accordance with Warrington Borough Council's allocations policy. Support customers throughout their housing journey, providing advice, guidance and assistance to help them access and navigate the service. Work closely with partner landlords, local authorities and external agencies to progress nominations, promote the Under One Roof service and achieve positive outcomes for customers.
Respond to enquiries from customers and stakeholders, delivering a professional, responsive and high-quality customer experience across telephone, email and online channels. Maintain accurate records, ensure compliance with data protection requirements and contribute to service improvements and team performance targets. Promote safeguarding and ensure any concerns relating to vulnerable adults or children are reported and acted upon appropriately.
Do you enjoy helping people access housing opportunities and making a real difference to their journey into a new home?, Experience working within a housing allocations or choice-based lettings role. Knowledge of housing allocations, nominations or choice-based lettings processes, with an understanding of how allocations policies are applied. Experience assessing applications, reviewing supporting evidence and making fair, evidence-based decisions in line with policies and procedures.
Strong communication and relationship-building skills, with the ability to work effectively with customers, colleagues, partner landlords and external agencies. Confidence managing your own workload, prioritising tasks and working independently in a fast-paced environment. Strong organisational skills, attention to detail and experience maintaining accurate records and handling sensitive information appropriately.
The ability to identify customer needs, demonstrate empathy and signpost or refer customers to appropriate support where required. A flexible, resilient and customer-focused approach, with a commitment to continuous improvement and positive customer outcomes. Experience using digital systems to manage applications, customer records or housing-related processes. Under One Roof is a commissioned service managed by Torus on behalf of Warrington Borough Council.
In this role, you'll be Torus offers a great benefits package designed to support you on and off the job. You can view our full employee benefits pack on our website to see everything available across the Torus Group. Please see below an overview of our key employee benefits: Generous annual leave, rising with service. Health and wellbeing support. Enhanced family-friendly policies. Aviva pension scheme.
Wagestream for greater financial flexibility. Discounts on travel, leisure and retail. Learning and development opportunities. Reward and recognition schemes. Enhanced sick pay. Employee Assistance Programme and occupational health support. Flexible and agile working opport