We are seeking an experienced Allocations Manager to lead our staff and oversee the delivery of high-quality housing services. You will be responsible for the overall management of the Allocations Team, providing direct supervision to the Senior Allocations Officer and driving excellence across the service. This is a pivotal role where you will lead the development and implementation of innovative models of practice, including all aspects of our Choice Based Lettings (CBL) scheme.
A significant and core element of this role is the management of complaints, case reviews, and complex casework. You will take ownership of high-profile, sensitive, and escalated cases, ensuring that complaints are thoroughly investigated, case review requests are considered and determined in accordance with legislation and policy, and appropriate remedies are identified and implemented where required. You will be responsible for overseeing and coordinating responses to Freedom of Information (FOI) requests, Member and MP enquiries, and Local Government and Social Care Ombudsman investigations, ensuring all correspondence is accurate, comprehensive, and delivered within statutory and corporate timescales.
The post requires providing expert guidance and support to staff on the most complex housing cases, including interviewing applicants directly, reviewing contested decisions, and taking decisive action to resolve long-standing and challenging issues. You will monitor trends arising from complaints and case reviews, using lessons learned to drive continuous service improvement, enhance customer experience, and ensure compliance with relevant housing legislation and best practice.
You must have the ability to meet demanding performance targets while maintaining the highest standards of customer service, quality assurance, and statutory compliance.
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Principal Allocations Manager employer: Royal Borough of Greenwich
The Royal Borough of Greenwich is an excellent employer, offering a supportive work culture that values teamwork and collaboration. Employees benefit from opportunities for professional growth within the Housing and Safer Communities Directorate, alongside a commitment to maintaining high standards in compliance and safety. With a focus on community impact and a stable office environment, this role provides a meaningful career path for those passionate about engineering and public service.
Contact Details:
Royal Borough of Greenwich Recruitment Team
