Job Description
Position: Tenancy Specialist Triage OfficerLocation: UK - will be required to attend a UK office occasionally Contract Type: 6 monthsSalary: £17.82 – 20.67 PH depending on location
About the Role
We’re looking for a proactive and knowledgeable Tenancy Specialist Triage Officer to play a crucial role in the effective management of Anti-Social Behaviour (ASB) across our organisation. Acting as the first point of contact for all new ASB reports, you will triage cases, complete interviews, and ensure accurate categorisation and prioritisation based on risk.
As a key gateway into our regional Tenancy Specialist Teams, you’ll provide expert advice, identify errors, gather vital information, and ensure customers receive a responsive and professional service. Your work will directly support safer communities and contribute to efficient, high-quality case management.
Key Responsibilities
* Provide expert advice to Contact Centre colleagues on correct ASB case logging and categorisation, ensuring thresholds, risk, and legislative obligations are met.
* Review and triage ASB reports, identifying errors including potential data protection issues or miscategorisation.
* Give immediate feedback to Contact Centre Agents where cases require amendment.
* Contact complainants and stakeholders to gather missing information, enabling regional teams to start timely and proportionate investigations within SLAs.
* Conduct telephone interviews with complainants, agreeing robust action plans within published service standards.
* Support Neighbourhood Response Officers with general ASB queries and create new ASB cases when thresholds are met.
* Complete dynamic risk assessments, safeguarding vulnerable customers and liaising with relevant internal and external agencies.
* Identify high-risk domestic abuse cases, complete DASH assessments, and arrange personal security equipment for next-day delivery.
* Provide targeted support to regional teams, helping maintain accurate case records, uphold performance standards, and prevent data protection breaches.
About You
Essential Criteria
* Proven experience investigating ASB and achieving positive outcomes.
* Strong understanding of ASB legislation and best practice.
* Proficiency in CRM systems and case management principles.
* Experience in a customer-focused environment, able to handle sensitive information professionally and calmly.
* Excellent active listening skills with the ability to diffuse challenging situations.
* Highly skilled in gathering and accurately recording detailed information from multiple sources.
* Strong written and verbal communication skills, adaptable to different audiences.
* Resilient, adaptable, and comfortable managing a busy and varied workload.
* Excellent organisational and problem-solving abilities, using initiative and sound judgement.
* Confident building effective working relationships across teams and with external agencies, with a constructive approach to challenge where needed.
Desirable
* Experience working within the housing sector, particularly in tenancy management.
For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge
Please also request Andrea or Maxine on Linkedin