Tenancy Specialist Triage Officer

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.

• 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.

• Experience with in 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