Decant Officer

Allscreens Nationwide Ltd; Ealing; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

25 days’ holiday (Plus Bank Holidays)

Up to 8% contributory pension

Annual allowance up to £300 for health

Job summary

A2Dominion in Ealing is seeking a Decant Officer to support residents through temporary moves from their homes. You will manage each resident’s journey, coordinating with Repairs, Neighbourhoods, Legal and Finance to ensure timely, appropriate arrangements.

The role requires strong communication, excellent organisational skills, and a full UK driving licence. DBS check is required. You will maintain records and handle complex needs with empathy across schemes.

Qualifications

• Experience of managing complex customer cases or providing support to customers with additional needs
• Strong communication skills, with the ability to communicate clearly and empathetically with residents and a range of stakeholders
• Excellent organisational skills, with the ability to prioritise and manage a busy workload
• Confident problem solver with the ability to make decisions and influence others
• Experience managing internal and external relationships effectively
• High attention to detail, with experience maintaining accurate records and updating IT systems
• Able to work well under pressure and adapt to changing priorities
• Good working knowledge of Microsoft Word, Excel and Outlook
• GCSEs (or equivalent) in Maths and English (Grades A*–C / Grade 4 or above)
• CIH qualification would be advantageous
• A full UK driving licence and access to a car is essential

Responsibilities

• Manage each resident’s journey from start to finish and keep them informed
• Coordinate with internal teams and external partners to arrange support at the right time
• Support residents with additional or complex needs and make referrals to appropriate services
• Respond to concerns or complaints with empathy and professionalism
• Prioritise and manage competing workloads in a fast-paced environment
• Maintain accurate records and update IT systems

Skills

Communication skills

Organisation

Problem solving

Stakeholder management

Record keeping

Attention to detail

Pressure management

Adaptability

Education

GCSEs Maths & English

CIH qualification

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Are you organised, customer-focused and confident managing complex situations? Join us as a

Decant Officer and play a key role in supporting residents through the process of temporarily moving from their home.

A decant can be a challenging and uncertain time for residents, and you’ll be there to make the process as smooth as possible. You’ll manage each resident’s journey from start to finish, keeping them informed, coordinating with internal teams and external partners, and making sure the right arrangements are in place at the right time.

No two decants will be the same. You’ll work across teams including Repairs, Neighbourhoods, Legal and Finance, helping to resolve issues, influence decisions and keep things moving. You’ll also support residents with additional or complex needs, making referrals to appropriate services where needed and responding to concerns or complaints with empathy and professionalism.

This is a busy role where you’ll manage competing priorities, maintain accurate records and make decisions in a fast-paced environment. We’re looking for someone who is confident communicating with a wide range of people, enjoys solving problems and can stay organised when there are lots of moving parts.

A full UK driving licence and access to a car are essential for this role.

A Standard DBS check is required for this role.

Please refer to the attached Role Profile for full responsibilities and deliverables.

More About You

• Experience of managing complex customer cases or providing support to customers with additional needs
• Strong communication skills, with the ability to communicate clearly and empathetically with residents and a range of stakeholders
• Excellent organisational skills, with the ability to prioritise and manage a busy workload
• Confident problem solver with the ability to make decisions and influence others
• Experience managing internal and external relationships effectively
• High attention to detail, with experience maintaining accurate records and updating IT systems
• Able to work well under pressure and adapt to changing priorities
• Good working knowledge of Microsoft Word, Excel and Outlook
• GCSEs (or equivalent) in Maths and English (Grades A*–C / Grade 4 or above)
• CIH qualification would be advantageous
• A full UK driving licence and access to a car is essential

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family

Inclusion at A2Dominion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria.

Reasonable adjustments are available throughout the process just contact our Resourcing Team at [e-mail]

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Kate Jacobs.

Ealing (with some travel across other schemes)