Position: Tenancy Specialist Triage Officer
Type: Temporary, 3-month contract (possibility to extend)
Location: Remote
Hours: Full Time, 36 hours per week
Pay: £23.23 Umbrella
My client, a leading Housing Association, is lokoing for a Tenancy Specialist Triage Officer to be responsible for reviewing all new anti-social behaviour (ASB) reports, completing action plans, and conducting interviews for high-level ASB cases. This role acts as a gatekeeper for regional Tenancy Specialist teams, ensuring accurate categorisation and prioritisation of ASB cases based on risk. The Officer provides expert advice to the contact centre, corrects errors, gathers crucial information from complainants, and supports regional teams responsively.
Key Accountabilities
Advisory Role: Provide advice to contact centre colleagues on correct logging and categorisation of ASB cases, considering investigation thresholds, customer risk, and agency obligations.
Error Correction: Triage cases to identify and correct errors, including potential data protection breaches and mis categorisation.
Feedback Provision: Offer instant feedback to Contact Centre Agents on CRM errors and necessary amendments.
Information Gathering: Contact complainants and stakeholders to gather missing information, enabling prompt and appropriate investigations by regional teams.
Telephone Interviews: Conduct complainant interviews over the phone, agreeing on action plans to address reported ASB within publ...