Under One Roof Advisor (9+ Month MAT Cover)

Were looking for an Under One Roof Advisor to join our team on a minimum 9-month maternity cover fixed-term contract.

This is an exciting opportunity for someone with experience in housing allocations and choice-based lettings to make a real difference supporting customers to access suitable housing through a fair transparent and customer-focused allocations process.

Under One Roof is a commissioned service managed by Torus on behalf of local authority partners. Working within the service youll assess housing applications determine eligibility and priority manage nominations to partner landlords and support customers throughout their housing journey. Using your knowledge and decision-making skills youll help ensure allocations are managed fairly consistently and in line with relevant policies and procedures.

Working arrangements:

Torus operates an agile working model. This role will typically require attendance at the office around two days per week including Wednesdays at our Warrington office. The successful candidate will also need to be flexible to attend office locations in line with business needs.

What youll be doing:

• Deliver a high-quality customer-focused housing allocations service through the Under One Roof scheme.
• Assess housing applications review supporting evidence and make decisions on eligibility and priority in line with relevant allocations policies and procedures.
• Support customers throughout their housing journey providing advice guidance and assistance across telephone email and online channels.
• Manage property adverts shortlisting and nominations ensuring homes are allocated fairly accurately and efficiently.
• Liaise with partner landlords and external organisations to progress nominations and achieve positive outcomes for customers.
• Respond to enquiries from customers and stakeholders delivering a professional responsive and supportive service.
• Maintain accurate records and case information ensuring compliance with data protection requirements and service standards.
• Identify customers who may require additional support and signpost or refer them to appropriate services where required.
• Work collaboratively with colleagues and partner organisations to continuously improve the customer experience and service delivery.
• Contribute to team objectives performance targets and service improvement initiatives.
• Build positive working relationships with a range of stakeholders including customers housing providers local authority partners and support agencies.
• Promote safeguarding and ensure any concerns relating to vulnerable adults or children are acted upon appropriately.

What were looking for:

• Experience working within a housing allocations role with a good understanding of housing allocations policies procedures and nomination processes.
• Experience using Property Pool Plus Under One Roof or a similar choice-based lettings or allocations system.
• Experience assessing housing applications reviewing supporting evidence and making fair evidence-based decisions.
• Strong customer service skills with the ability to confidently support and guide applicants through the allocations process.
• Excellent communication and relationship-building skills with experience working collaboratively with customers partner landlords and external agencies.
• The ability to interpret and apply policies consistently using sound judgement and attention to detail.
• Strong organisational skills with the ability to manage a varied workload prioritise competing demands and meet deadlines.
• Confidence using digital systems to manage applications case records and customer information accurately.
• Experience handling sensitive and confidential information with professionalism and discretion.
• The ability to work independently use initiative and take ownership of your workload while contributing positively to the wider team.
• A proactive and flexible approach with a commitment to continuous improvement and delivering positive outcomes for customers.

Interview process:

Shortlisted candidates will be invited to attend an in-person competency-based interview at our Warrington Bank Park House office with interviews taking place on the afternoon of Wednesday 4 November 2026 and Thursday 5 November 2026.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• Occupational Health questionnaire.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation including signed terms and conditions.

Please note we reserve the right to close this advert early if we receive a sufficient number of applications.

Required Experience:

Unclear Seniority