Description
We are seeking an enthusiastic and proactive Voids Officer to join our Central Voids Team on a 12-month fixed-term basis. As a Voids Officer, you will provide intensive, end-to-end support to tenants who are looking to downsize or move through Mutual Exchange, helping them navigate what can often be a complex and emotional process.
Key Responsibilities:
- Proactively identify and engage with tenants who are under-occupying their homes and may benefit from downsizing.
- Manage a caseload of downsizing and Mutual Exchange applications from initial enquiry through to successful move completion.
- Undertake home visits and housing needs assessments to understand tenants' circumstances and housing requirements.
- Provide practical, personalised support to residents throughout the moving process, including bidding, viewings, sign-ups, removals and utility transfers.
- Support and facilitate Mutual Exchange opportunities for residents in our council stock wanting to downsize.
- Ensure Mutual Exchange applications are processed efficiently and within statutory timescales.
- Work closely with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and minimise delays.
- Support the allocation of suitable void properties to downsizing households and help maximise use of available housing stock.
- Maintain accurate records, monitor performance data and contribute to the achievement of pilot outcomes and service KPIs.
- Provide high-quality advice, guidance and customer service to residents, partners and stakeholders.
Skills, Experience and Qualifications:
- Experience of working within a housing, lettings, allocations, tenancy management, voids, housing options or customer service environment.
- Experience of managing customer cases and delivering positive outcomes within challenging timescales.
- Strong customer service skills with the ability to build trust and engage effectively with a diverse range of residents.
- Excellent communication, negotiation and influencing skills, both written and verbal.
- Experience of working with vulnerable residents and understanding the barriers they may face when moving home.
- Good organisational and time management skills, with the ability to manage competing priorities and meet performance targets.
- The ability to work independently whilst also contributing positively to team objectives.
- Strong IT skills, including experience of using housing management systems and Microsoft Office applications.
- Experience of maintaining accurate records, analysing information and producing reports.
- An understanding of housing management, allocations, lettings, downsizing or Mutual Exchange processes would be advantageous.
- GCSE English and Mathematics (or equivalent) and/or relevant housing-related qualification.