ASB Tenancy Specialist

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

Job summary

4Recruitment Services is seeking an Anti-Social Behaviour (ASB) Tenancy Specialist to support housing clients in Greater London. The role reviews ASB reports, creates action plans, and conducts interviews with customers on high-level ASB cases, prioritising risk and accuracy.

You'll triage cases, provide expert guidance to the contact centre on complex issues, and ensure timely investigations within SLAs while safeguarding vulnerable customers and complying with data protection requirements.

Qualifications

• Experience in Anti-social Behaviour (ASB) required.
• Experience in investigating ASB with positive outcomes.
• Knowledge of ASB legislation and tenancy management.
• Experience in housing sector and customer-focused environment.

Responsibilities

• Provide guidance on logging and categorising ASB cases in CRM.
• Triaging cases to identify errors and data breaches.
• Provide feedback to Contact Centre Agents on case accuracy.
• Conduct interviews with complainants within published SLAs.
• Liaise with police and local authorities as needed.

Skills

ASB experience

Housing sector experience

Customer service

Active listening

Risk assessment

Tools

CRM system

Microsoft Office

Job description

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

The ASB tenancy Specialist will is responsible:

for reviewing all new ASB reports to client and completing action plans and interviews with customers on high level ASB cases.

Acting as gatekeepers for the regional Tenancy Specialist teams the Tenancy Specialist Triage Officer will ensure the correct categorisation of ASB cases and will prioritise these according to the risk.

For proving expert advice to the contact centre on more complex cases, identify and correct errors and gather crucial information from complainants in addition to providing a responsive support service to regional teams.

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.