Tenancy Enforcement Co-Ordinator

Role

Purpose:

To support the Tenancy Enforcement team to ensure customers maintain their tenancies and to assist with any necessary enforcement for breaches of tenancy. Key Relationships:
Internal Other Community Wellbeing & Inclusion Teams
• Customer Services Contact Centre
• Housing Team
• Income Team
• Customer Experience & Engagement Team
• Property & Estate Services Teams External
• Customers
• Police
• Health Services
• HMCTS (His Majesty’s Courts & Tribunals Service)
• ESDAS and other domestic abuse services
• Adult and Child Safety and Welfare Services
• Mental Health Support Services
• Drug Abuse Services
• Relevant Voluntary and Charitable Groups Essential Role-Specific Knowledge, Skills, and

Experience:

• Experience providing administrative support within a housing, customer service, enforcement or similar environment.
• Experience maintaining accurate records, case files and databases, ensuring information is up to date and compliant with data protection requirements.
• Ability to produce clear, accurate and professional correspondence, reports and meeting notes.
• Experience handling customer enquiries and complaints sensitively and professionally, including those relating to anti-social behaviour.
• Good organisational skills with the ability to prioritise workloads.
• Ability to work on own initiative while following established procedures and guidance.
• Experience supporting the preparation of documentation for legal proceedings, case reviews or multi-agency meetings.
• Good attention to detail and ability to collate information from multiple sources.
• Experience working collaboratively with colleagues and external agencies, such as local authorities, police and support services.
• Proficient in the use of Microsoft Office applications and housing management or case management systems.
• Understanding of confidentiality, safeguarding and data protection requirements when handling sensitive customer information.
• Commitment to delivering excellent customer service and supporting vulnerable customers. . Key Outputs:
• To support the management of ASB cases, ensuring that targets and deadlines are met.
• To deliver against team and individual targets tenancy enforcement.
• To work proactively with customers to prevent ASB and maintain expectations of all parties involved.
• Work with the tenancy teams to support residents to achieve a sustainable tenancy.
• Deal with ‘call backs’ for residents and provide office cover for colleagues when they are out on visits
• To process admin tasks as identified including, bulk mail outs, managing appointments for the team, and scanning of confidential information.
• To raise/process invoices relating to tenancy enforcement team
• To undertake research work relating to any changes in Housing Law
• To work with colleagues across groups and Teams
• Liaison with other agencies, such as Polices, Local Authorities, Surrey County Council Departments and voluntary support agencies, to help maintain tenancies.
• Provide admin support to produce and update key performance information.