Tenancy Advice Assistant

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

Job summary

A local government authority in Bournemouth seeks a Tenancy Advice Assistant to join their Tenancy Advice and Repairs Team. This full-time role involves delivering excellent customer service, managing tenant inquiries, and providing advice on housing matters. Ideal candidates will demonstrate strong communication skills, effective teamwork, and the ability to handle challenging situations. There's an opportunity for career progression within a forward-thinking team, with initial training provided in a supportive environment.

Benefits

Career progression opportunities

Employee benefits package

Qualifications

• Proactive and effective at delivering excellent customer service.
• Ability to use initiative and handle challenging situations.
• Experience in a customer-facing role is a plus.

Responsibilities

• Provide excellent service to customers based on their individual needs.
• Log customer contacts using the Northgate Housing IT system.
• Manage cases related to anti-social behaviour and tenancy agreements.
• Deliver face-to-face customer service at the Kinson Hub.

Skills

Excellent communication skills

Strong team player

IT skills

Ability to multi-task

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 a motivated person to join our Tenancy Advice and Repairs Team as a Tenancy Advice Assistant for BCP Homes on a full time basis (37 hours).

• The team are responsible for dealing with all customer contacts over the telephone and face to face.
• The team manage 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

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

The Ideal Candidate

The successful candidates 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.

• We are looking for strong team player who is proactive and effective at delivering the best customer service.
• The ability to demonstrate excellent communication skills is essential.
• Excellent IT skills
• The ability to multi-task.
• There are 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].

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, word-class, prosperous and inclusive place for generations to come.

Our Benefits

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Check out our attractive enhanced benefits and find out more about the new Pay and Reward package at (Employee benefits | Working for BCP link to careers page)

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