Tenancy Management Advisor

Hyde Group; United States; Hybrid; USD 33,000 - 47,000; Full time

Benefits offered by this job

Pension scheme

Generous holiday allowance

Life assurance

Flexible benefits platform

Learning & career development

Job summary

Hyde Group is seeking a Tenancy Management Advisor to join the Neighbourhoods and Tenancy Services team. The role focuses on resolving tenancy issues, providing clear advice, and supporting customers through sensitive situations.

You will assess new cases, manage a range of tenancy and ASB cases, and work with partners to achieve positive outcomes. You will be the first point of contact for tenancy and ASB enquiries, using CRM systems to track progress and maintain records.

Qualifications

• Experience of managing or supporting customer cases, with the ability to assess risk, gather evidence and keep accurate records.
• Some knowledge of housing legislation, tenancy law, court processes and safeguarding within social housing.
• Strong communication and customer service skills, with the confidence to handle sensitive or challenging situations calmly and professionally.

Responsibilities

• Assess and manage new tenancy and anti-social behaviour cases, ensuring actions and timescales are followed.
• Provide customers with clear, timely advice and promote early intervention and mediation where appropriate.
• Prepare case plans, review risk assessments and escalate cases requiring specialist support or safeguarding actions.
• Manage tenancy requests and investigate concerns including abandoned homes, illegal subletting and breaches of tenancy.
• Maintain accurate case records and liaise with police, social services, schools and partners to support customers and resolve cases.

Skills

Customer service

Communication

Decision making

Empathy

Tools

CRM systems

Job description

Hyde is looking for a Tenancy Management Advisor to join our Neighbourhoods and Tenancy Services team. This is an excellent opportunity to build your housing career in a varied, customer-focused role where you will help resolve tenancy issues and support customers through sensitive situations. As a Tenancy Management Advisor, you will be the first point of contact for tenancy and anti-social behaviour enquiries. You will assess new cases, provide clear advice and manage a range of tenancy and ASB cases through to completion, working closely with colleagues and external partners to achieve positive outcomes for customers. What You ll Be Doing

• Assess and manage new tenancy and anti-social behaviour cases, ensuring agreed actions and timescales are followed.
• Provide customers with clear, timely advice and promote early intervention and mediation wherever appropriate.
• Prepare case plans, review risk assessments and elevate cases requiring specialist support, safeguarding action or home visits.
• Manage tenancy requests and investigate concerns including abandoned homes, illegal subletting and breaches of tenancy.
• Maintain accurate case records and work with colleagues, the police, social services, schools and other partners to support customers and resolve cases.
  Some knowledge of housing legislation, tenancy law, court processes and safeguarding within social housing.
• Experience of managing or supporting customer cases, with the ability to assess risk, gather evidence and keep accurate records.
• Strong communication and customer service skills, with the confidence to handle sensitive or challenging situations calmly and professionally.
• The ability to work collaboratively with internal teams and external organisations such as the police, social services and local authorities.
• Confidence using CRM systems to manage cases, record information and monitor progress.
  Hyde is one of the UK s leading housing providers, committed to creating safe, sustainable communities where people can thrive. This role gives you the opportunity to make a meaningful difference by helping customers resolve difficult tenancy issues, protecting communities and supporting fair, positive outcomes.
  Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options available
• Diversity, Inclusion & Accessibility Equity, diversity and inclusion are central to life at Hyde. We re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring different perspectives are represented in decision-making, service delivery and the way we shape our organisation. As a Disability Confident Employer, we re committed to providing reasonable adjustments throughout the recruitment process and beyond.