Job profile – Clerical Assistant, Lettings

by The Gateshead Housing Company & filed under About us - find a job.

Grade D

  • Location: Head Office, Gateshead Civic Centre
  • Service: Lettings
  • Line Manager: Health and Housing Team Leader
  • Car user status: Casual

Job purpose

To ensure the accurate registration and updating of housing applications; providing administrative support to the Lettings team to enable the effective allocation and marketing of properties. 

The key roles of this post will include:

  • Registering new housing and medical applications and reviewing application details; assisting in the update of existing applications where there is a change in the applicant’s details to ensure customers can be offered appropriate properties in accordance with lettings policy.
  • Administration of references, verification and pre-offer checks, including liaison with the neighbourhood relations team on vetting of applications, to ensure that applicants meet the relevant lettings criteria.
  • Providing excellent customer service and effective liaison with customers to ensure they receive high quality advice and assistance on their housing options, including office interviews and home visits if necessary.
  • Assisting in the monitoring and management of the furniture leasing scheme and furnished tenancies to ensure a high standard of customer service is provided.
  • Updating Northgate, Abritas and any other systems as appropriate.
  • Taking customer enquiries and complaints in person and on the telephone in line with the company standards of service. Effective liaison with other sections and departments to resolve as necessary.
  • Assisting with correspondence on Lettings matters in order to provide excellent customer service.
  • To assist in the development of continuous improvement in services provided by partaking in training sessions, workshops, focus groups and other projects as required.
  • To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues.
  • Such other responsibilities allocated which are appropriate to the grade of the post.




  • Effective communication
  • Delivering excellent customer service
  • Dealing with enquiries in a professional, caring and helpful manner


  • 5 GCSEs at Grade C (including Maths and English) or above (or relevant experience)


  • Office based software packages
  • To be able to demonstrate an understanding of what equality and diversity means in the workplace


Experience of:

  • Data input
  • Administration within a customer orientated environment
  • Team work


  • Full UK driving license

Knowledge of:

  • Choice based lettings
  • Working with a diverse range of customers

Competency definitions

Working with people

  • Shows respect for the views and contributions of other team members
  • Shows empathy
  • Listens, supports and cares for others
  • Consults others and shares information and expertise with them
  • Builds team spirit and reconciles conflict
  • Adapts to the team and fits in well.

Relating and networking

  • Easily establishes good relationships with customers and staff
  • Relates well to people at all levels
  • Builds wide and effective networks of contacts
  • Uses humour appropriately to bring warmth to relationships with others.


  • Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships
  • Probes for further information or greater understanding of a problem
  • Makes rational judgements from the available information and analysis
  • Demonstrates an understanding of how one issue may be a part of a much larger system.

Learning and researching

  • Rapidly learns new tasks and commits information to memory quickly
  • Demonstrates an immediate understanding of newly presented information
  • Gathers comprehensive information to support decision making
  • Encourages an organisational learning approach (i.e. learns from successes and failures
    and seeks staff and customer feedback).

Delivering results and meeting customer expectations

  • Focuses on customer needs and satisfaction
  • Sets high standards for quality and quantity
  • Monitors and maintains quality and productivity
  • Works in a systematic, methodical and orderly way
  • Consistently achieves project goals

Following instructions and procedures

  • Not challenging authority
  • Follows procedures and policies   
  • Keeps to schedules
  • Arrives punctually for work and meetings
  • Demonstrates commitment to the organisation
  • Complies with legal obligations and safety requirements of the role

Adapting and responding to change

  • Adapts to changing circumstances
  • Tolerates ambiguity
  • Accepts new ideas and change initiatives
  • Adapts interpersonal style to suit different people or situations
  • Shows an interest in new experiences.

Coping with pressures and setbacks

  • Maintains a positive outlook at work
  • Works productively in a pressurised environment
  • Keeps emotions under control during difficult situations
  • Handles criticism well and learns from it
  • Balances the demands of a work life and a personal life.