Tenancy Specialist Triage Officer

• Location: Norwich NR7
• Job Type: Temporary (3-month contract, subject to change)
• Hourly Rate: £19.24 PAYE
• Basic DBS Required

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 of ASB cases and prioritising them according to risk.

Day-to-day of the role:

• Provide advice to contact centre colleagues on how to correctly log and categorise ASB cases, considering investigation thresholds, customer risk, and obligations of relevant agencies.
• Triage cases to identify and correct errors, including potential data protection breaches and mis-categorisation of ASB.
• Provide instant feedback to Contact Centre Agents if a case is raised incorrectly on CRM, explaining necessary amendments.
• Make contact with complainants and stakeholders to gather further details on cases, enabling regional teams to start investigations promptly and within published SLAs.
• Conduct telephone interviews with complainants within published SLAs, agreeing on robust and appropriate action plans to address the ASB reported.
• Provide advice to Neighbourhood Response Officers on ASB-related general enquiries and create new ASB cases when the investigation threshold is met.
• Complete dynamic risk assessments for each case, safeguarding vulnerable customers and liaising with internal and external agencies such as the police and local authorities.
• Identify high-risk victims of domestic abuse and order personal security equipment for next-day delivery.
• Provide targeted and responsive support to regional teams to assist with effective case management, ensuring SLAs are met and correct system usage for accurate performance reporting and prevention of 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 Customer Relationship Management (CRM) software.
• Experience in a customer-focused environment, dealing with sensitive or distressing information in a calm and professional manner.
• Ability to actively listen and diffuse difficult situations.
• Skilled in gathering and recording accurate, detailed information from multiple sources.
• Excellent verbal and written communication skills, adaptable to different audiences.
• Resilient and adaptable with excellent organisational skills.
• Ability to manage a demanding and varied workload.
• Able to develop effective working relationships and confidently challenge in a constructive manner.

Desirable:

• Experience within the housing sector with knowledge of tenancy management.

To apply for the Tenancy Specialist Triage Officer position, please submit your CV detailing your relevant experience.