Tenancy Officer

Do you have a passion for delivering great customer service, strong tenancy management knowledge, and the confidence to make decisions that support communities to thrive?

We're looking for a Tenancy Officer to join our Neighbourhood Housing team, where you'll play a vital role in supporting customers and managing a wide range of tenancy related enquiries across Warrington. This is a fast paced and varied role, where no two days are the same, and every interaction makes a difference.

What you'll be doing

• Take ownership of a wide range of tenancy management enquiries, resolving them in line with policies, procedures and legislation.
• Make informed decisions on tenancy matters, ensuring customers receive clear, fair and consistent outcomes.
• Process mutual exchanges and tenancy changes, working closely with internal teams to deliver a seamless service.
• Manage tenancy assignments and carry out investigations where required.
• Provide compassionate, sensitive support to customers following bereavement, including handling succession claims.
• Respond to customer permission requests, communicating decisions clearly and professionally.
• Manage garage lettings across the organisation.
• Collaborate with colleagues across the business to deliver a joined up, customer focused service.
• Maintain accurate records, ensuring all customer data is handled securely and in line with GDPR.
• Meet performance targets and service standards, ensuring work is completed within agreed timescales.
• Contribute to continuous improvement, helping us deliver better outcomes for our customers and communities.
• Promote equality, diversity and safeguarding, ensuring all customers are treated fairly and with respect.

What we're looking for

• Experience working in tenancy management, housing services or a similar environment
• A good understanding of housing legislation, policies and processes
• Excellent customer service and communication skills, with the ability to handle sensitive situations
• Strong organisational skills and the ability to manage a varied workload in a fast paced environment
• A proactive and flexible approach, with the confidence to make decisions
• Ability to work both independently and as part of a supportive team
• Good IT skills and experience of working with digital systems
• A genuine commitment to making a positive difference to customers and communities

Benefits

£31,261 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.