Tenancy Specialist Triage Officer

Reed Specialist Recruitment; Norwich; On-site; GBP 40,000 - 60,000; Part time

Job summary

A recruitment agency is seeking a Tenancy Specialist Triage Officer in Norwich to manage and prioritize anti-social behaviour cases within a social housing team. The role requires strong knowledge of tenancy management and ASB legislation, with responsibilities for reviewing reports, conducting interviews, and ensuring compliance with service level agreements. The ideal candidate will have experience in a customer-focused environment, excellent communication skills, and the ability to manage sensitive information professionally.

Qualifications

• Experience within the housing sector with knowledge of tenancy management.
• Proven experience in investigating ASB and achieving positive outcomes.
• Strong understanding of ASB and knowledge of relevant legislation.
• Proficiency with Customer Relationship Management (CRM) software.

Responsibilities

• Review and categorise new ASB reports accurately.
• Conduct interviews with complainants and create action plans.
• Provide advice on ASB case logging and categorisation.
• Make contact with complainants to gather case details.
• Complete dynamic risk assessments for each case.

Skills

Experience within the housing sector

Investigating anti-social behaviour

Knowledge of relevant legislation

Proficiency with CRM software

Handling sensitive information

Active listening

Organisational skills

Excellent communication skills

Job description

Tenancy Specialist Triage Officer

• Location: Norwich
• Job Type: Temporary (until end of March 2026)
• Salary: 18.76 per hour PAYE

We are seeking a Tenancy Specialist Triage Officer to join a social housing team. This role is crucial for managing and reviewing all new anti-social behaviour (ASB) reports, ensuring they are handled efficiently and effectively. The Tenancy Specialist Triage Officer acts as a gatekeeper, ensuring the correct categorisation and prioritisation of ASB cases based on risk, and provides support and expert advice to both internal teams and external stakeholders.

Day-to-day of the role:

• Review and categorise new ASB reports, ensuring accurate logging and prioritisation according to risk.
• Conduct interviews with complainants over the telephone, agreeing on robust action plans to address the ASB reported within published Service Level Agreements (SLAs).
• Provide advice and feedback to contact centre colleagues on ASB case logging and categorisation.
• Identify and correct errors in case entries, including potential data protection breaches.
• Make contact with complainants and stakeholders to gather additional details on cases, facilitating prompt and appropriate investigations by regional teams.
• Complete dynamic risk assessments for each case, safeguarding vulnerable customers and liaising with internal and external agencies such as police and local authorities.
• Identify high-risk victims of domestic abuse and take immediate protective actions.
• Offer targeted support to regional teams to ensure effective case management and adherence to SLAs.

Required Skills & Qualifications:

• Experience within the housing sector with knowledge of tenancy management.
• Proven experience in investigating ASB and achieving positive outcomes.
• Strong understanding of ASB and knowledge of relevant legislation.
• Proficiency with Customer Relationship Management (CRM) software.
• Experience in a customer-focused environment, handling sensitive or distressing information professionally.
• Skilled in active listening and diffusing difficult situations.
• Ability to gather and record detailed information accurately from multiple sources.
• Excellent verbal and written communication skills, adaptable to different audiences.
• Resilient and adaptable, with excellent organisational skills to manage a demanding and varied workload.
• Ability to develop effective working relationships and confidently challenge in a constructive manner.

To apply for the Tenancy Specialist Triage Officer position, please submit your CV letter detailing your relevant experience