Housing Administation Assistant

Job Title :

Housing Administation Assistant

Grade:

EVH Grade 4

Reporting to:

Senior Housing Officer

Responsible to:

Director of Housing

Job Summary

To support the effective delivery of the Association’s housing services by providing high-quality
administrative, customer service, and corporate support. The role ensures a professional
frontline service, accurate record-keeping, and smooth organisational operations across multiple
functions.

Key Responsibilities
•  Deliver a welcoming and professional reception service for visitors and telephone enquiries.
•  Provide accurate advice and information on Association services and signpost customers to

relevant external services.

•  Maintain up-to-date public information within reception and support One Stop Shop service

delivery.

•  Receive and record rent and factoring payments daily across all tenures.
•  Provide tenants with rent account information, including statements on request.
•  Ensure correct banking procedures in collaboration with Finance staff.
•  Support Housing Officers with processing direct debit payments.

Applications & Allocations
•  Provide applicants with housing and waiting list information.
•  Assist with assessing applications, entering data into systems, and maintaining accurate

records.

•  Liaise with Shetland Islands Council regarding applicant referrals in line with procedures.
•  Support waiting-list management, generate reports, prepare Choice Based Lettings adverts,

record expressions of interest, and prepare new tenancy documentation.

Asset Management Support
•  Record maintenance requests and liaise with the Technical Assistant.
•

Issue works orders within required timescales and manage contractor key access in line with
procedures.

Corporate Support
•  Attend meetings, take accurate minutes, and prepare documentation for review.

•  Support the Chief Executive and senior team with issuing AGM, SGM, and Committee

papers.

•  Maintain member attendance records and organisational registers (e.g., shares, complaints).
•  Assist with corporate reporting, project tasks, surveys, travel arrangements, newsletters,

website updates, and media monitoring.

Administrative Support
•  Handle incoming and outgoing mail daily.
•  Provide general administrative assistance including photocopying, filing, and document

management.

•  Maintain office supplies within agreed budgets.
•  Ensure office equipment such as printers, copiers, and franking machines are stocked and

operational.

•  Arrange meetings and corporate events including room bookings and catering

General Duties

•  Deliver services sensitively, recognising the needs of vulnerable tenants and clients.
•  Uphold Equal Opportunities and Health & Safety policies.
•  Engage in relevant training and maintain up-to-date procedure files.
•  Work collaboratively with colleagues to support efficient organisational operations.
•  Undertake any other appropriate duties as delegated by the Director of Housing
•  Standard hours: 35 hours per week, Monday–Friday, with occasional out-of-hours work for

meetings or training.

Person Specification – Housing Admin Assistant

The selection panel has identified this comprehensive specification for ideal candidates.  They will consider

candidates against these and will shortlist using these criteria.  Candidates are encouraged to apply if they

meet all required criteria but not necessarily all desirable requirements.

Education &
Qualifications

Essential

Desirable

Minimum of 4 x National 5
qualifications, including English

Relevant administration or
housing related qualification
(e.g SVQ or equivalent)

Trianing in customer
service, data protection or
minute taking

Experience &
Knowledge

Essential

Desirable

Experience of working in a
customer facing or reception role

Experience in administrative duties
such as filing, data entry,
document handling, and record
keeping.
Experience working collaboratively
within a team environment

Understanding of the importance
of confidentiality and data
protection

Awareness of customer care
principles.

Competent in the use of IT
systems including Microsoft office
applications

 Skills &
Abilities

Essential

Strong communication skills, both
verbal and written

Experience within a housing
association, local authority,
or similar service-focused
organisation
Experience handling
payments or cash-receipting
processes.

Experience taking meeting
minutes or supporting
committees/boards
Experience working with
confidential information and
maintaining compliance
requirements
Basic understanding of
housing services and social
housing allocation
processes.
Awareness of health &
safety and equalities
legislation relevant to
service delivery
Desirable

Ability to draft clear,
accurate written materials
such as letters, reports, and
minutes

Problem-solving skills and
the ability to use initiative
appropriately

Ability to provide a calm,
courteous, and professional
service to the public
Excellent organisational skills with
the ability to manage multiple
tasks and prioritise
High level of accuracy and
attention to detail
Ability to work independently and
as part of a team.
Resilient and able to remain calm
under pressure
Ability to learn complex systems
quickly

Other Requirements  Essential

Desirable

Willingness to undertake relevant
training

Ability to work occasional evenings
for Committee meetings or training

Reviewed January 2026