Frontline Tenancy Support Specialist for Vulnerable Clients

Housing Diversity Network; Maldon; Hybrid; GBP 34,000 - 43,000; Full time

Job summary

Moat is seeking a Tenancy Support Officer in Essex to support vulnerable customers with complex housing challenges. You will manage caseloads, assess risks, and work with partners to secure safe, sustainable housing outcomes. The role combines office, patch work, and home days, with occasional travel.

The ideal candidate has 12+ months in housing or a customer-facing role, strong communication skills, and CRM experience, plus a UK driving licence. DBS check is required.

Qualifications

• Experience in housing, support or customer-facing role with vulnerable customers.
• Ability to combine empathy with resilience in a fast-paced environment.
• Good understanding of landlord responsibilities and keeping customers safe at home.

Responsibilities

• Manage a caseload of vulnerable customers delivering practical, person-centred support.
• Help customers understand and manage their tenancy responsibilities.
• Carry out risk assessments and develop tailored support plans.
• Act as an advocate, coordinating with internal teams and external partners for complex cases.

Skills

Strong communication skills

Education standard

CRM system experience

Vulnerable customer experience

Driving licence

Partnership working

Crisis support experience

Education

CIH or NVQ Level 3

Willingness to pursue qualification

Job description

Moat is seeking a Tenancy Support Officer in Essex to support vulnerable customers with complex housing challenges. You will manage caseloads, assess risks, and work with partners to secure safe, sustainable housing outcomes. The role combines office, patch work, and home days, with occasional travel.

The ideal candidate has 12+ months in housing or a customer-facing role, strong communication skills, and CRM experience, plus a UK driving licence. DBS check is required.