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.
Day-to-day of the role:
* 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.
Required Skills & Qualifications:
* Experience within 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
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