Allocation Adviser

About Respond

Respond is an Approved Housing Body and service provider that has operated throughout Ireland for 40 years. The organisation is expanding quickly in response to the housing crisis and is seeking someone with the commitment and capability to help advance its mission.

The organisation’s vision is for every family and individual in Ireland to have access to high-quality housing within a lively and supportive community. Achieving this involves working proactively with partners to build sustainable communities where people genuinely want to live.

Role Details

Role: Allocation Adviser

Location: Airmount, Waterford, County Waterford, Ireland

Reporting to: Customer Service Centre Coordinator

Working pattern: Full-time, 39 hours per week. The successful candidate must be willing to work flexible hours, including evenings and weekends when required.

Compensation: €29,913 to €38,711 per annum. Offers are generally made toward the lower to middle part of the advertised range, depending on relevant skills and experience.

Role Overview

This position is central to the housing team and focuses on making sure housing units are assigned efficiently and appropriately to eligible applicants. The role includes handling applications, carrying out income calculations for rent assessments, and coordinating with internal and external stakeholders. It also covers cost rental scheme applications, management of communication channels, and support for reducing void periods while upholding strong service standards.

Application and Allocation Duties

• Receive nominations, create contacts, and set up applications accurately, then process them through the appropriate systems, including rent-check income calculations.
• Track outstanding returns closely to keep void periods to a minimum, using spreadsheets and the Active H platform to monitor progress.
• Work with the Tenant Relations Officer to ensure assessments, offers, and unit allocations are completed promptly through Active H.
• Prepare and issue letting conditions to tenants, making sure all actions align with organisational policy.
• Manage dedicated inboxes and respond to queries in a timely manner.

Cost Rental Scheme Duties

• Coordinate with relevant teams to prepare for advertising new developments, including setting up keyholder systems and producing supporting documents such as FAQs and development forms.
• Organise the lottery process for new schemes, liaising with both internal and external parties and completing post-lottery contact and application setup.
• Process applications for cost rental schemes, complete eligibility checks, and communicate with successful applicants about required documents and deadlines in line with policy and procedures.
• Handle refusals and appeals, ensuring the reasoning and evidence behind decisions are clear and well documented.
• Manage queries about developments and schemes, keep inboxes under control, and provide application return and refusal reporting to senior managers.

General Responsibilities

• Spot complex issues early and escalate them to the relevant internal specialists when needed.
• Deal with customers in a calm, professional, and empathetic manner, representing the organisation positively at all times.
• Collaborate with external agencies to resolve customer issues and improve service delivery while protecting confidentiality.

Essential Knowledge, Skills, and Attributes

• Comfort using standard office software such as Word and Excel, along with the ability to work across several systems at once, including CRM tools and Active H.
• Strong spoken and written English, along with good telephone etiquette and the ability to speak, type, and listen at the same time.
• Excellent listening and interpersonal abilities, with the confidence to interact effectively with people in stressful situations.
• High attention to detail and the capacity to stay organised while working under pressure and meeting tight deadlines.
• A professional approach marked by tact, diplomacy, and respect for confidentiality.
• Adaptable mindset, openness to change, and willingness to act on constructive feedback.
• Ability to work well with colleagues and external partners.
• Self-directed working style with the ability to prioritise tasks and manage workload independently.
• Flexibility to work under pressure and outside standard hours when needed.

Additional Information

Closing date: 1st July 2026.

Shortlisted candidates should note that the offered salary usually falls within the lower to mid-range of the published scale, depending on experience and skills.