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About the Role
We are seeking an enthusiastic and proactive Voids Officer to join our Central Voids Team on a 12-month fixed-term basis. This role is part of a pilot program to address under-occupation and overcrowding by supporting tenants in downsizing or mutual exchanges. You will provide end-to-end support, conduct home visits, identify housing options, and assist residents throughout the moving process. This position is crucial for freeing up larger family homes, reducing reliance on temporary accommodation, and improving housing outcomes.
Responsibilities
- Proactively identify and engage with tenants who are under-occupying their homes and may benefit from downsizing.
- Manage a caseload of downsizing and Mutual Exchange applications from initial enquiry through to successful move completion.
- Undertake home visits and housing needs assessments to understand tenants' circumstances and housing requirements.
- Provide practical, personalised support to residents throughout the moving process, including bidding, viewings, sign-ups, removals and utility transfers.
- Support and facilitate Mutual Exchange opportunities for residents in our council stock wanting to downsize, including supporting tenants to register on HomeSwapper and identify suitable matches.
- Ensure Mutual Exchange applications are processed efficiently and within statutory timescales.
- Work closely with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and minimise delays.
- Support the allocation of suitable void properties to downsizing households and help maximise use of available housing stock.
- Maintain accurate records, monitor performance data and contribute to the achievement of pilot outcomes and service KPIs.
- Provide high-quality advice, guidance and customer service to residents, partners and stakeholders.
- Contribute to reducing overcrowding, releasing larger family homes and supporting the Council's wider housing objectives.
Requirements
- Experience of working within a housing, lettings, allocations, tenancy management, voids, housing options or customer service environment.
- Experience of managing customer cases and delivering positive outcomes within challenging timescales.
- Strong customer service skills with the ability to build trust and engage effectively with a diverse range of residents.
- Excellent communication, negotiation and influencing skills, both written and verbal.
- Experience of working with vulnerable residents and understanding the barriers they may face when moving home.
- Good organisational and time management skills, with the ability to manage competing priorities and meet performance targets.
- The ability to work independently whilst also contributing positively to team objectives.
- Strong IT skills, including experience of using housing management systems and Microsoft Office applications.
- Experience of maintaining accurate records, analysing information and producing reports.
- Satisfactory employment references and CIFAS identity checks.
- Satisfactory declaration of interest.
- Ability to speak fluent English with confidence and accuracy, sufficient for the effective performance of the role.
Skills
- Customer service
- Communication
- Negotiation
- Influencing
- Organisational skills
- Time management
- IT skills
- Record keeping
- Information analysis
- Report production
- Housing management
- Lettings
- Allocations
- Tenancy management
- Voids management
- Housing options
- Working with vulnerable residents
- Microsoft Office applications
- Housing management systems
Location
- London Borough of Waltham Forest
Work Type
- Fixed Term
- Full-time
Experience Level
- Experience of working within a housing, lettings, allocations, tenancy management, voids, housing options or customer service environment.
- Experience of managing customer cases and delivering positive outcomes within challenging timescales.
- Experience of working with vulnerable residents and understanding the barriers they may face when moving home.
- Experience of maintaining accurate records, analysing information and producing reports.
Education Level
- GCSE English and Mathematics (or equivalent)
- Relevant housing-related qualification
Salary/Compensations
- £40,182 - £42,060
Benefits
- Mayor of London’s Good Work Standard accreditation (fair pay and conditions, workplace well-being, skills and progression, diversity and recruitment)
- Flexible working options considered
About the Company
- Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
- We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities.
- Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
- London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers.
- This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace.
Equal Opportunity
- Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff.
- The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population.
- We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace.
- The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all.
- Respecting Diversity is a core Council value.
- The council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting.
- The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first.
- This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme.