Hybrid Tenancy Services Advisor (Fixed-Term)

Midland Heart; Birmingham; Hybrid; GBP 25,000 - 34,000; Full time

Job summary

Midland Heart is seeking a Tenancy Services Advisor to join the specialist team on a fixed-term contract until 31 March 2027. You will support officers, manage your own caseload and handle tenancy-related issues with empathy, while working within our Smart Working model that includes travel across geographies and remote/home-based work.

The ideal candidate brings proven customer service experience, knowledge of housing management, and strong organisational skills to sustain tenancies and handle

Qualifications

• Previous experience of providing excellent customer service, including face-to-face, over the phone and via email.
• Previous experience of dealing with housing management related issues, ideally within the Social Housing sector, along with knowledge of housing and other relevant legislation.
• An empathetic and resilient approach, with the confidence to support customers through difficult circumstances such as bereavement or tenancy concerns.
• Strong organisational skills, with the ability to prioritise a varied workload, work to deadlines and stay accurate during busy periods.
• Experience of using business systems to store and track data and record work accurately.

Responsibilities

• Support officers with their caseloads, from installing noise monitoring equipment and carrying out visits and inspections to customer liaison and aftercare.
• Undertaking or supporting the Duty Officer role, co-ordinating schedules and rotas, preparing formal paperwork.
• Managing your own caseload, including tenancy sustainment, untidy gardens, and monitoring and triaging noise nuisance cases to reduce the risk of harm.
• Handling tenancy change requests (deceased customers, successions, assignments and mutual exchanges) with empathy, whilst keeping arrears and void loss to a minimum.
• Monitoring starter and assured shorthold tenancies, stepping in early to sustain tenancies, ensure ‘right to rent' compliance and report any safeguarding concerns.

Skills

Customer service

Housing management

Empathy

Organisational skills

Data recording systems

Job description

Midland Heart is seeking a Tenancy Services Advisor to join the specialist team on a fixed-term contract until 31 March 2027. You will support officers, manage your own caseload and handle tenancy-related issues with empathy, while working within our Smart Working model that includes travel across geographies and remote/home-based work.

The ideal candidate brings proven customer service experience, knowledge of housing management, and strong organisational skills to sustain tenancies and handle