ASB Tenancy Specialist

4Recruitment Services Ltd; City Of London; On-site; GBP 28,000 - 36,000; Full time

Job summary

4Recruitment Services Ltd is seeking an Anti-Social Behaviour Tenancy Specialist to support housing associations and landlords in logging, triaging and investigating ASB cases.

You will work with contact centre teams, neighbourhood officers and external agencies, conducting risk assessments and coordinating timely actions under published SLAs.

Qualifications

• Experience investigating ASB and achieving positive outcomes.
• Understanding of ASB legislation and tenancy management.
• Experience in housing sector with sensitive information handling.
• Ability to listen actively and diffuse difficult situations.

Responsibilities

• Advise contact centre colleagues on correctly logging and categorising ASB cases.
• Triages cases to correct errors including potential data protection breaches.
• Provide feedback to agents and guide amendments in the CRM.
• Contact complainants and stakeholders to gather further case details under SLAs.
• Conduct telephone interviews with complainants within SLAs and plan actions.
• Advise Neighbourhood Response Officers on evidence needed to start investigations.
• Perform dynamic risk assessments and liaise with police and authorities.
• Identify high-risk victims and order personal security equipment where needed.
• Support regional teams to ensure SLAs are met and data reporting is accurate.

Job description

4Recruitment Services are seeking an Anti-Social Behaviour (ASB) Tenancy Specialist.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Providing contact centre colleagues with advice on how to correctly log and categorise ASB cases, considering thresholds for investigation, risk to the customer and the obligation of Clarion and other relevant agencies
• Triaging cases to identify and correct errors including potential data protection breaches and mis categorisation of ASB
• Providing instant feedback to Contact Centre Agents (CCA) if they have raised a case incorrectly on CRM and explaining what needs amending
• Making contact with complainants and stakeholders to establish further detail on cases where information is missing. Enabling regional teams to start an appropriate and proportionate investigation promptly and within published SLAs
• Completing interviews with complainants over the telephone within published SLAs and agreeing robust and appropriate action plans to address the ASB reported
• Providing advice to Neighbourhood Response Officers on ASB related general enquiries, such as what evidence is required to start an investigation and how to manage the customer’s expectations. Creating new ASB cases for NROs when the threshold for investigation has been met
• Completing dynamic risk assessments of each case, safeguarding vulnerable customers and liaising with internal and external agencies such as the police, local authorities or support services
• Identifying high risk victims of domestic abuse, completing a domestic abuse, stalking, harassment and honour based violence assessment and ordering personal security equipment for next day delivery
• Providing targeted and responsive support to regional teams to assist with effective case management. This may include following up on customer contact to ensure SLAs are met and ensuring correct use of the system to ensure accurate reporting on performance and prevention of data protection breaches

ESSENTIAL REQUIREMENTS INCLUDE:

• Essential your CV confirms experience in Anti social Behaviour (ASB)
• Experience of investigating ASB and achieving positive outcomes
• Good understanding of ASB and knowledge of relevant legislation
• Experience of working within the housing sector with knowledge of tenancy management
• Experience of working in a customer focused environment with a proven ability of dealing with sensitive or distressing information in a calm and professional manner
• Ability to actively listen and diffuse difficult situations

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.