Tenancy Services Advisor

Midland Heart Ltd; Birmingham; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Flexible working

Job summary

Midland Heart is seeking a Tenancy Services Advisor to join our specialist team on a fixed-term contract until 31 March 2027. You will support Tenancy Services Officers, manage your own caseload, and contribute to safeguarding and tenancy sustainment across multiple geographies.

The role requires strong customer service experience, knowledge of housing legislation, empathy, and resilience. You will work in a hybrid model with some home-working and travel across Midland Heart geographies.

Qualifications

• Experience of providing excellent customer service across face-to-face, phone and email channels.
• Experience dealing with housing management issues, ideally within the Social Housing sector, with knowledge of housing legislation.
• Empathetic and resilient approach to supporting customers through difficult circumstances.
• Strong organisational skills to prioritise a varied workload, meet deadlines and stay accurate.
• Experience using business systems to store and track data and record work.

Responsibilities

• Support officers with their caseloads, from installing noise monitoring equipment and carrying out visits and inspections to customer liaison and aftercare.
• Undertake or support the Duty Officer role, coordinating schedules and rotas, preparing formal paperwork.
• Manage your own caseload, including tenancy sustainment, untidy gardens, and monitoring and triaging noise nuisance cases to reduce risk of harm.
• Handle tenancy change requests (deceased customers, successions, assignments and mutual exchanges) with empathy, minimising arrears and void loss.
• Monitor starter and assured shorthold tenancies, ensure right to rent compliance and report safeguarding concerns.

Skills

Customer service

Communication

Empathy

Resilience

Organisational skills

Time management

Tools

Housing management system

Job description

Are you a Midland Heart colleague seeking a fresh career opportunity? One that will test your resilience and your ability to deliver positive outcomes for challenging and vulnerable customers, all whilst providing vital support to your own team members? If so, we have an opportunity for the right individual to join our specialist Tenancy Services team as a Tenancy Services Advisor on a Fixed-Term Contract until 31st March 2027.

Our Tenancy Services team manages customer behaviour and breaches of tenancy, including ASB, safeguarding and tenancy fraud, working collaboratively with internal and external partners. In this varied role, you'll provide vital support to our Tenancy Services Officers whilst also managing your own caseload. You'll be:

• Supporting 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.

As part of our ‘Smart Working' model, you'll be required to travel across the different geographies that Midland Heart operates within to meet the demands of the service, ensuring you deliver a brilliant service to our customers, as well as having some flexibility to stay on top of your caseload, working from home.

Our ideal candidate will demonstrate:

• 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.

Please note this role is subject to a Basic DBS and social media check.

Applications close at midnight on Friday 3rd November 2026. We reserve the right to close this advert at an earlier stage should we receive a suitable pool of applicants prior to the closing date.

Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. As one of the top 50 large companies to work for in the UK, we welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.