Lettings Officer

Service Care; West Alvington; Hybrid; GBP 23,000 - 33,000; Full time

Job summary

Service Care currently seeks a Housing Choices Officer / Lettings Officer in Plymouth. The role focuses on choice-based lettings, mutual exchanges and staircasing, managing applications and enquiries with strong policy adherence.

The candidate will assess eligibility and housing needs, guide customers through processes and maintain accurate records, while delivering high-quality customer service across a hybrid working arrangement in Plymouth.

Qualifications

• Experience in housing allocations, lettings or housing options roles.
• Knowledge of choice-based lettings and mutual exchanges.
• Ability to explain housing processes clearly to diverse customers.
• Strong organisational and administrative skills to manage caseloads.

Responsibilities

• Manage applications and allocations through a choice-based lettings scheme.
• Provide guidance on housing options, lettings, mutual exchanges and staircasing.
• Assess applicants' circumstances, affordability and housing needs.
• Process mutual exchange applications and liaise with internal teams.
• Keep customers informed and maintain accurate case records.
• Work with colleagues to resolve housing queries and deliver high service standards.

Skills

Customer service

Communication

IT literacy

Case management

Tools

MS Office

Housing database

Job description

Housing Choices Officer / Lettings Officer

Plymouth Temporary Full Time

THE ROLE

As a Housing Choices Officer, you will provide advice and support to customers throughout the housing process, with a particular focus on choice-based lettings, mutual exchanges and staircasing. You will manage applications and enquiries effectively, ensuring customers receive accurate advice and that cases are progressed in line with policies, procedures and service standards.

• Managing housing applications and allocations through a choice-based lettings scheme, including shortlisting applicants and ensuring properties are allocated in accordance with relevant policies and procedures.
• Providing advice and guidance to customers around housing options, including choice-based lettings, mutual exchanges and staircasing.
• Assessing applicants' circumstances, eligibility, affordability and housing needs to ensure appropriate housing solutions are identified.
• Processing mutual exchange applications and liaising with customers and relevant internal teams to progress exchanges efficiently.
• Supporting customers with staircasing enquiries and applications, ensuring processes are followed accurately and customers are kept informed throughout.
• Maintaining accurate electronic records, managing correspondence and ensuring cases are progressed within agreed timescales and KPIs.
• Working collaboratively with colleagues and partner services to resolve housing queries, identify appropriate solutions and provide a high standard of customer service.

THE CANDIDATE

The successful candidate will have previous experience within a housing allocations, lettings or housing options role , with practical knowledge of choice-based lettings and experience dealing with customers throughout the housing process.

• Proven experience of working with choice-based lettings and property allocations , including shortlisting and assessing applicants.
• Experience dealing with mutual exchanges and/or staircasing , with a good understanding of the processes involved.
• Strong customer service and communication skills, with the ability to explain housing processes clearly and sensitively to a diverse range of customers.
• Excellent organisational and administrative skills, with the ability to manage a busy caseload, prioritise competing demands and consistently meet KPIs and deadlines.
• Good knowledge of housing policies, procedures and relevant legislation, together with strong IT skills and experience maintaining accurate case records.
• Experience of working within a housing association or local authority environment would be highly advantageous.

THE CONTRACT

Working Hours: Full Time, Monday to Friday

Length of Contract: 3 Month Contract, potential for extension

Location: Plymouth – Hybrid working, 2 days per week in the office

Property Visits: No property visits required

Rate: The pay range for the role is £20.00 to £24.00 per hour LTD company rate. The PAYE equivalent is £17.05 to £20.46 per hour, inclusive of holiday.