Customer Engagement Manager - Housing Allocations - Ref: RT01325

Walsall Council; Walsall; Hybrid; GBP 51,000 - 58,000; Full time

Job summary

Walsall Council is seeking a passionate Customer Engagement Manager for Housing Allocations dedicated to improving housing services for residents. The successful candidate will manage applications and a team, ensuring compliance with housing legislation while fostering customer satisfaction in a supportive environment.

Benefits

Opportunities for professional development

Competitive salary and benefits package

A supportive and inclusive work environment

Chance to make a real difference in the community

Qualifications

• Minimum of 3 years' experience in housing allocations management.
• Strong knowledge of housing legislation and allocation policies.
• Ability to work effectively under pressure and manage multiple priorities.

Responsibilities

• Manage housing register applications process and oversee allocations.
• Manage a team of housing allocation officers and customer advisors.
• Develop and implement strategies for efficiency in allocations.

Skills

Communication

Leadership

Organisational

Analytical

Collaborative

Job description

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Customer Engagement Manager - Housing Allocations - Ref: RT01325
Salary: G12 - £51,802 - £57,645 per annum

Job Type: Full-Time, Permanent

Are you driven and passionate about making a difference to the lives of Walsall residents? Join us in our mission to improve housing and homelessness services.

At Walsall Council, we are committed to providing high-quality housing options to our residents. We are looking for a dedicated and experienced Housing Allocations Manager to join our dynamic team and help us achieve our mission of ensuring fair and efficient housing allocations.

Key Responsibilities:

• Manage housing register applications process, ensuring compliance with relevant policies and regulations.
• Oversee the housing allocations process, ensuring compliance with relevant policies and regulations.
• Manage a team of housing allocation officers and customer advisors, providing guidance, support, and training.
• Providing technical assistance to the team and responsibility for reviews
• Develop and implement strategies to improve the efficiency and effectiveness of the allocations process.
• Liaise with tenants, landlords, and other stakeholders to resolve allocation issues and ensure customer satisfaction.
• Maintain accurate records and produce regular reports on allocation activities and outcomes.
• Stay updated on housing legislation and best practices to ensure the organisation remains compliant and innovative.

Qualifications and skills:

• Minimum of 3 years' experience in housing allocations management or a similar role.
• Strong knowledge of housing legislation and allocation policies, including part 6 and 7 of the Housing Act 1996
• Excellent communication, leadership, and organisational skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Passionate: You are dedicated to helping customers and ensuring they receive the support they need.
• Analytical: You can use data to drive decision-making and improve service delivery.
• Collaborative: You excel at working with others, both within your team and across the organisation.

What We Offer:

• A supportive and inclusive work environment.
• Opportunities for professional development and career progression.
• Competitive salary and benefits package.
• The chance to make a real difference in the community.
• Please see this link for further detail on the benefits for working for Walsall Council: Benefits of working for us | Walsall Council
• Hybrid working

View Job Description and Employee Specification

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

Closing date: 29th July 2025.

For this role the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identify and integrity of an employee who has access to official information using secure networks linking central governments and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and adults entrusted to our care and it is our expectation that all staff will share this commitment. Completion of an enhanced Disclosure & Barring Service (DBS) check is a require