Tenancy Specialist Triage Officer
*Temporary (3 months, likely longer)
*Location: Norwich (Mainly home-based with training and meetings in Norwich)
*Hourly Rate: £18.76
*Hours: 36 per week
We are seeking a Tenancy Specialist Triage Officer to join our team on a temporary basis. This role is crucial for reviewing all new ASB (Anti-Social Behaviour) reports, completing action plans, and conducting interviews with customers on high-level ASB cases. The successful candidate will act as a gatekeeper for the regional Tenancy Specialist teams, ensuring the correct categorisation and prioritisation of ASB cases based on risk.
Day-to-day of the role:
*Provide advice to contact centre colleagues on logging and categorising ASB cases, considering investigation thresholds, customer risk, and obligations.
*Triage cases to identify and correct errors, including potential data protection breaches and mis-categorisation of ASB.
*Offer instant feedback to Contact Centre Agents on CRM entries, specifying necessary amendments.
*Engage with complainants and stakeholders to gather additional details on cases, enabling timely and appropriate investigations.
*Conduct telephone interviews with complainants within set SLAs, agreeing on robust action plans to address the ASB reported.
*Advise Neighbourhood Response Officers on ASB-related enquiries, including evidence requirements and managing customer expectations.
*Perform dynamic risk assessments for each case, safeguard vulnerable customers, and liaise with internal and external agencies such as police and local authorities.
*Identify high-risk victims of domestic abuse and facilitate necessary support measures, including ordering personal security equipment.
*Provide targeted support to regional teams to assist with effective case management, ensuring adherence to SLAs and accurate system use to prevent data protection breaches.
Required Skills & Qualifications:
*Experience in investigating ASB and achieving positive outcomes.
*Good understanding of ASB and knowledge of relevant legislation.
*Proficiency with CRM software and principles.
*Experience in a customer-focused environment, handling sensitive or distressing information professionally.
*Skilled in active listening and diffusing difficult situations.
*Capable of gathering and recording detailed information from multiple sources, exercising good judgement and problem-solving.
*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.
Desirable:
*Experience within the housing sector with knowledge of tenancy management.
Please apply online or call Maxine or Andrea at Reed on .