Voids Officer

The Methodist Church in Britain; Walthamstow; Sur place; GBP 29 000 - 35 000; Plein temps

Résumé du poste

London Borough of Waltham Forest is seeking a Voids Officer in its Central Voids Team. The role provides intensive, end-to-end support for council tenants moving through downsizing or Mutual Exchange, including home visits and removals, within a 12-month fixed-term contract (36 hours per week).

The post requires fluent English, strong customer service and the ability to work to statutory timelines, with CIFAS identity checks as part of the process.

Qualifications

• GCSE English and Maths or equivalent, and/or a housing qualification.
• Experience in housing, lettings, allocations, tenancy management, voids, housing options or customer service.
• Experience managing customer cases to positive outcomes within challenging timescales.
• Experience working with vulnerable residents and the barriers they face when moving home.

Responsabilités

• Identify and engage tenants under-occupying their homes who may benefit from downsizing.
• Manage a caseload of downsizing and Mutual Exchange applications from first enquiry to completed move.
• Carry out home visits and housing needs assessments.
• Give practical, personalised help with bidding, viewings, sign-ups, removals and utility transfers.
• Support and facilitate Mutual Exchange for council tenants, including registering on HomeSwapper and finding matches.
• Process Mutual Exchange applications efficiently and within statutory timescales.
• Work with Allocations, Tenancy Management and Repairs to maximise housing mobility and reduce delays.
• Support the allocation of suitable void properties to downsizing households.
• Keep accurate records, monitor performance data and contribute to pilot outcomes and service KPIs.
• Give advice, guidance and customer service to residents, partners and stakeholders.
• Help reduce overcrowding and release larger family homes.

Connaissances

Customer service

Communication skills

IT literacy

Time management

Independent working

Formation

GCSE English and Maths

Outils

Housing management systems

Microsoft Office

Description du poste

This Voids Officer post sits in the Central Voids Team at the London Borough of Waltham Forest. The work is intensive, end-to-end support for council tenants moving through downsizing or Mutual Exchange, from home visits to removals. It is a 12-month fixed-term role on 36 hours a week within a new pilot tackling under-occupation and overcrowding. Fluent spoken English is required for public-facing work, and CIFAS identity checks apply.

What the job involves

• Identify and engage tenants under-occupying their homes who may benefit from downsizing
• Manage a caseload of downsizing and Mutual Exchange applications from first enquiry to completed move
• Carry out home visits and housing needs assessments
• Give practical, personalised help with bidding, viewings, sign-ups, removals and utility transfers
• Support and facilitate Mutual Exchange for council tenants, including registering on HomeSwapper and finding matches
• Process Mutual Exchange applications efficiently and within statutory timescales
• Work with Allocations, Tenancy Management and Repairs to maximise housing mobility and reduce delays
• Support the allocation of suitable void properties to downsizing households
• Keep accurate records, monitor performance data and contribute to pilot outcomes and service KPIs
• Give advice, guidance and customer service to residents, partners and stakeholders
• Help reduce overcrowding and release larger family homes

What’s required

Qualifications

• GCSE English and Maths or equivalent, and/or a relevant housing qualification

Experience

• Experience in housing, lettings, allocations, tenancy management, voids, housing options or customer service
• Experience managing customer cases to positive outcomes within challenging timescales
• Experience working with vulnerable residents and the barriers they face when moving home

Skills & knowledge

• Strong customer service skills, building trust with a diverse range of residents
• Excellent written and verbal communication, negotiation and influencing skills
• Good organisational and time management, balancing competing priorities against targets
• Ability to work independently while contributing to team objectives
• Strong IT skills, including housing management systems and Microsoft Office
• Keeping accurate records, analysing information and producing reports

Checks & eligibility

• Satisfactory employment references
• CIFAS identity checks
• Satisfactory declaration of interest

Other

• Fluent spoken English for public-facing work

Nice to have

• Understanding of housing management, allocations, lettings, downsizing or Mutual Exchange processes

What’s offered

• Flexible working arrangements considered wherever possible
• Good Work Standard employer, covering fair pay, workplace wellbeing, skills and progression