Allocations Advisor

Freebridge Community Housing; King's Lynn; On-site; GBP 25,000 - 35,000; Full time

Job summary

A housing provider is seeking an Allocations Advisor to enhance customer experience in housing processes. The successful candidate will perform pre-tenancy assessments, prepare legal documentation, and manage changes efficiently. Essential skills include strong customer service, ability to support varied needs, and excellent communication. A driving license is required, and housing management qualifications are a plus. This position contributes to maintaining high standards within the organization and offers a supportive work environment.

Benefits

25 days holiday plus bank holidays

Employee discounts

Health and wellbeing support

Discounted gym membership

Qualifications

• Experience in customer service in public or housing sector.
• Strong ability to communicate with diverse clients.
• Full UK Driving License.

Responsibilities

• Conduct thorough pre-tenancy assessments for potential customers.
• Manage temporary and permanent tenancy changes and mutual exchanges.
• Prepare legal documentation for tenancies.

Skills

Customer service experience

Person-centered support

Communication skills

Ability to handle complex needs

Office management

Education

Qualification in Housing Management

Job description

Are you passionate about delivering exceptional customer service and making a real difference in people’s housing journeys? As an Allocations Advisor at Freebridge Community Housing, you’ll play a vital role in ensuring every customer—current and prospective—receives a supportive and seamless housing experience. From conducting thorough pre-tenancy assessments and preparing legally accurate documentation, to managing tenancy changes and mutual exchanges with empathy and efficiency, you’ll be at the heart of our commitment to outstanding service. Your attention to detail, responsive communication, and dedication to excellence will help uphold Freebridge’s high standards in customer care.

About Freebridge Community Housing

Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.

What you’ll be doing

• Pre-Tenancy Assessment: Complete detailed pre-tenancy assessments with potential customers, ensuring property suitability in line with policies and procedures.
• Legal Documentation: Prepare legal paperwork and tenancy agreements to enable properties to be let correctly.
• System Accuracy: Complete system amendments, maintaining accurate tenancy records to support effective customer communication.
• Tenancy Changes: Manage temporary and permanent moves, including financial compensation and sourcing appropriate accommodation.
• Mutual Exchanges: Complete tenancy amendments and mutual exchanges for existing customers.
• Support Needs: Identify and resolve unmet support needs through timely referrals and liaison with internal and external colleagues.
• Partnership Working: Liaise with Homechoice at Borough Council of King’s Lynn and West Norfolk to request nominations for empty properties.
• Safeguarding: Apply safeguarding principles using a person-centred approach to protect children and adults at risk.
• Cross-Team Collaboration: Work collaboratively with other customer and community teams to promote early intervention and tenancy sustainment.
• Customer Data Management: Maintain accurate tenancy and property records, collecting and updating customer profiling data to assess needs.

What we’re looking for

Essential

• Proven experience within a customer service environment working for a housing provider or other public service organisation, including face-to-face interaction with customers.
• Ability to provide customer support with a person-centered approach.
• Proven experience of working with a wide range of customers with varied and complex needs, in challenging and confrontational situations.
• Understanding of the role of a social housing provider and how to access support services associated with housing.
• Experience of working in a busy office environment, managing multiple tasks and deadlines.
• Proven ability to work towards and meet performance targets.
• Strong verbal and written communication skills.
• Full UK Driving License required.

Desirable

• Experience working within a letting’s environment.
• Qualification in Housing Management.

What’s in it for you

• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions.

Diversity & Inclusion

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.

Closing Date: 5th January 2026.