Principal Allocations Manager

Job Introduction

Principal Allocations Manager - 12 months Fixed-Term contract

PO4 - £49,056 to £52,194 

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.

If you would like to discuss the role in further detail, please contact Ferzana Ali Email: ferzana.ali@royalgreenwich.gov.uk

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

Advert Close: All vacancies close at midnight unless otherwise stated. 

Early Advert Close: Royal Borough of Greenwich reserves the right to close any job advert earlier than the advertised closing date where there is reason to do so (for example high volume of applications).

Full Employment History: A full employment history is required for this role. Please provide a full employment history, together with a satisfactory written explanation of any gaps in employment.

How Applications are Scored: Each application is scored according to how well the supporting statements addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statements section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.