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Tenancy Specialist Triage Officer

Job Description

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 published SLAs.
  • Support for Neighbourhood Response Officers: Advise on ASB-related enquiries, evidence requirements, and manage customer expectations, creating new ASB cases when investigation thresholds are met.
  • Risk Assessment: Perform dynamic risk assessments, safeguard vulnerable customers, and liaise with internal and external agencies, such as the police and local authorities.
  • Domestic Abuse Support: Identify high-risk domestic abuse victims, complete assessments, and order personal security equipment for next-day delivery.
  • Regional Team Support: Provide targeted support for effective case management, ensure SLA compliance, and maintain accurate system reporting to prevent data protection breaches.


  • Experience within the housing sector and knowledge of tenancy management.
  • Experience of investigating ASB and achieving positive outcomes.
  • Strong understanding of ASB and relevant legislation.
  • Proficiency with CRM software and principles.
  • Experience in a customer-focused environment, handling sensitive information professionally.
  • Ability to actively listen and diffuse difficult situations.
  • Skilled in gathering and recording detailed information from multiple sources, exercising good judgment and initiative.
  • Excellent verbal and written communication skills, adaptable to various audiences.
  • Resilient, adaptable, and well-organised with the ability to manage a demanding workload.
  • Ability to develop effective working relationships with colleagues and external agencies, confident in providing constructive challenges.

If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Alex at Service Care Solutions on 01772 208 966 or send an E-Mail to