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.
Reviewed January 2026
| Education &Qualifications | Essential | Desirable |
| Minimum of 4 × National 5qualifications, including English | Relevant administration orhousing related qualification(e.g SVQ or equivalent) | |
| Trianing in customerservice, data protection orminute taking | ||
| Experience &Knowledge | Essential | Desirable |
| Experience of working in acustomer facing or reception role | Experience within a housingassociation, local authority,or similar service-focusedorganisation | |
| Experience in administrative dutiessuch as filing, data entry,document handling, and recordkeeping. | Experience handlingpayments or cash-receiptingprocesses. | |
| Experience working collaborativelywithin a team environment | Experience taking meetingminutes or supportingcommittees/boards | |
| Understanding of the importanceof confidentiality and dataprotection | Experience working withconfidential information andmaintaining compliancerequirements | |
| Awareness of customer careprinciples. | Basic understanding ofhousing services and socialhousing allocationprocesses. | |
| Competent in the use of ITsystems including Microsoft officeapplications | Awareness of health &safety and equalitieslegislation relevant toservice delivery | |
| Skills &Abilities | Essential | Desirable |
| Strong communication skills, bothverbal and written | Ability to draft clear,accurate written materialssuch as letters, reports, andminutes | |
| Ability to provide a calm,courteous, and professionalservice to the public | Problem-solving skills andthe ability to use initiativeappropriately | |
| Excellent organisational skills withthe ability to manage multipletasks and prioritise | ||
| High level of accuracy andattention to detail | ||
| Ability to work independently andas part of a team. | ||
| Resilient and able to remain calmunder pressure | ||
| Ability to learn complex systemsquickly | ||
| Other Requirements | Essential | Desirable |
| Willingness to undertake relevanttraining | ||
| Ability to work occasional eveningsfor Committee meetings or training |