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- Job Type: Full-time, Remote
- Salary: £18.74 PAYE or £23.23 Umbrella
- Location: Remote
We are seeking a Tenancy Specialist Triage Officer to join our team. This role is crucial for reviewing 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, and providing expert advice and support.
Day to Day of the role:- Advise contact centre colleagues on logging and categorising ASB cases, considering investigation thresholds, customer risk, and agency obligations.
- Triage cases to identify and correct errors, including potential data protection breaches and mis-categorisation of ASB.
- Provide instant feedback to Contact Centre Agents on CRM case entries and guide necessary amendments.
- Contact complainants and stakeholders for additional case details, enabling prompt and appropriate investigations.
- Conduct telephone interviews with complainants, agree on action plans, and complete safeguarding referrals for high-level, high-risk cases.
- Perform dynamic risk assessments, safeguard vulnerable customers, and liaise with internal and external agencies.
- Identify high-risk victims of domestic abuse and facilitate necessary assessments and security measures.
- Balance making contact with victims and administrative system-based work, with a typical day involving 50% communication and 50% admin.
- Experience in investigating ASB and achieving positive outcomes.
- Good understanding of ASB and knowledge of relevant legislation.
- Proficiency with CRM software.
- Experience in a customer-focused environment, dealing with sensitive information professionally.
- Ability to actively listen and diffuse difficult situations.
- Skilled in gathering and recording accurate information from multiple sources.
- Excellent verbal and written communication skills.
- Resilient, adaptable, and able to manage a demanding and varied workload.
- Ability to develop effective working relationships and confidently challenge when necessary.
- Competitive pay rate.
- Fully remote working arrangement.
- Opportunity to contribute to community well-being and safety.
- Engage with a variety of stakeholders and make a real difference in people’s lives.
To apply for the Tenancy Specialist Triage Officer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role. Applications will be reviewed after Monday, 3rd June.
