Job Title: Tenancy Triage Officer
Salary £30,300
This is a job working for Ongo
Job Summary
To deliver triage services for the Contact Centre and Customer Hub, using specialist skills and knowledge in Tenancy Services to resolve more complex customer enquiries, ASB reports and tenancy services requests offering a right first-time approach.
Benefits of working with Ongo include:
* 30 days paid holiday plus bank holidays and your birthday off
* Exceptional leave
* 15 hours per year paid volunteering
* Annual pay review
* Mileage reimbursement at 55p per mile
* Free parking (pass provided)
* “No sick days” voucher
* 9.5% pension contribution (Aviva)
* 3x salary life assurance policy
* Enhanced maternity/paternity pay
* Simply Health package (including Pro-counselling for family members)
* Housing Perks
* Agile working
* Home working equipment provided
* Local gym discounts
* Discounts at Costa and Starbucks (town centre)
* Car lease scheme
Main Responsibilities
* Resolve complex customer enquiries in relation to the housing management function, using existing policies and procedures to inform decisions to achieve early resolutions for customers or appropriate referral into the Regional Neighbourhood teams.
* Support Customer Advisors and Customer Hub Assistants to advise the customer on tenancy-related matters including Anti-social behaviour.
* Triage Anti-Social Behaviour reports and tenancy management requests, ensuring appropriate decisions and risk assessments are conducted to ensure safeguarding of our customers and in line with relevant legislation.
* Maintain accurate records and ensure the CRM and cases are logged accurately and efficiently.
* Monitor trends and repeat reports of Anti-social behavior and highlight to the regional neighbourhood teams.
* To maintain excellent communication with customers in line with relevant policy and procedures.
* To ensure that any referrals into the neighbourhood regional teams meet the specified standards for effective case management.
* Deliver training and coaching to Customer Advisors and Customer Hub Assistants to ensure they can resolve contacts right on first contact.
* Maintain specialist knowledge by collaborating closely with the regional neighbourhood teams to find appropriate resolutions to Anti- social behaviour cases.
* Ensuring service delivery meets the requirements of current regulatory standards.
* The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
Skills, Competence, Experience Required
* Proven experience in managing Anti-social Behaviour cases or a sound knowledge in the Anti-social Behaviour, Crime and Policing Act
* Be able to interpret legislation, policy and procedures to make effective decisions
* Excellent communication skills both written a verbal
* Demonstrate excellent investigation skills to provide balanced and fair outcomes for our customers
* Interpersonal skills including tact, diplomacy and assertiveness
* Be able to build rapport and trust with customers and colleagues
* Have excellent organisational and time management skills to manage a demanding workload.
* Demonstrate resilience and manage conflict
* The ability to develop and effectively utilise IT systems for the benefit of enhancing service delivery
* Excellent problem-solving skills
* Communication and presentation skills, including excellent literacy skills
* Be able to interpret regulatory standards and any relevant best practice.
* Have a clear understanding of Tenancy agreements and the obligations within
* You will have a professional housing qualification or be willing to work towards where relevant and appropriate.
Closing date for applications is Sunday 21 June
For more about us, visit www.ongo.co.uk
We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under‑represented in our workforce.
As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.
If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.