Tenancy Advice Assistant

BCP Council; Bournemouth; Hybrid; GBP 31,000 - 37,000; Part time

Job summary

A local government organization is seeking a Tenancy Advice Assistant to join the Tenancy Advice and Repairs Team on an 18-month fixed-term part-time basis. This role involves managing customer contacts and providing support for tenancy and housing issues. The ideal candidate will demonstrate excellent communication and IT skills, and be a proactive team player. The position starts office-based with a move to hybrid working after training, offering strong career progression opportunities.

Benefits

Career progression opportunities

Enhanced benefits package

Supportive work environment

Qualifications

• Strong team player who is proactive and effective at delivering the best customer service.
• Excellent communication skills.
• Excellent IT skills.
• Ability to multi-task.

Responsibilities

• Provide an excellent service to customers to meet their individual needs.
• Deal with contacts from tenants and log such contact on the Council’s Northgate Housing IT system.
• Provide basic advice and information to customers on housing management matters.
• Receive complaints of anti‑social behaviour and deal with these in accordance with policies and procedures.
• Manage low‑level Good Neighbourhood Management cases.

Job description

The pay range for this role will be £31,537 – £36,363 (pro rata for part time colleagues).

We’re looking forward to welcoming new colleagues under this refreshed framework of pay, terms, and conditions. To promote fairness and consistency, all new starters will begin at the bottom of the pay band. This reflects our commitment to equity across the organisation and aligns with the approach taken with existing staff during the transition. While the starting salary is fixed, the role offers excellent scope for growth, meaningful contribution, and being part of a forward‑thinking team.

Role Purpose

We have an exciting opportunity for motivated person to join our Tenancy Advice and Repairs Team as a Tenancy Advice Assistant for BCP Homes on an 18‑month fixed term part‑time basis (Monday & Tuesday all day and Wednesday AM The team are responsible for dealing with all customer contacts over the telephone and face to face, managing the first point of contact from our residents regarding tenancy advice, neighbourhood management enquiries, anti‑social behaviour reports and case management. This role will be office based initially, moving to hybrid working following intensive training of 4‑6 weeks at the Kinson Hub, Bournemouth.

Main Responsibilities

• Provide an excellent service to customers to meet their individual needs.
• Ensure that any payments received from customers are receipted in accordance with the Council’s procedures.
• Deal with contacts from tenants, other residents and third parties and log such contact on the Council’s Northgate Housing IT system.
• Provide basic advice and information to customers on housing management matters and other issues.
• Provide a face‑to‑face enquiries service at the Kinson Hub.
• Receive complaints of anti‑social behaviour and deal with these in accordance with policies and procedures.
• Manage low‑level Good Neighbourhood Management cases and escalates higher level cases to Housing Officers and the Anti‑Social Behaviour Team.
• Manage cases resulting from initial customer contact, e.g. permission for pets and changes to the tenancy agreement.
• Manage cases in accordance with policies and procedures where access has not been provided for compliance work and escalates cases accordingly to legal action.

The Ideal Candidate

The successful candidate will be required to work under pressure and be able to use their own initiative to deal with a variety of challenging and difficult situations.

• Strong team player who is proactive and effective at delivering the best customer service.
• Excellent communication skills.
• Excellent IT skills.
• Ability to multi‑task.
• Excellent career progression opportunities for the right person.

For an informal chat about the role please contact Marie Preen on 01202 128413 / 0800 0281870 or email [e-mail].

Important: this role is not eligible for visa sponsorship and we can only consider applicants with an existing right to work in the UK.

About BCP Council

BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world‑renowned coastline. We can offer career‑defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, world‑class, prosperous and inclusive place for generations to come.

Our Benefits

A place to thrive – join BCP Council. We’re not just building a workforce – we’re transforming how we recognise and reward our people.

Check out our attractive enhanced benefits. Find out more about the new Pay and Reward package at employee benefits | Working for BCP.

Be the difference – join an organisation that values you. More About us | Working for BCP.