Tenancy Change Specialist

This role is a key part of the Twenty11 team, acting as the main contact for rent changes and Tenancy Sustainment points. Responsibilities include managing the annual rent increase process, confirming figures with the Income Services Manager and preparing and issuing S13 Rent Notices in line with legislation. The role also ensures rent updates are applied in the Housing Management System, supports the verification process, handles tenant queries and provides updates in weekly operational meetings.

In addition, the position oversees the Tenancy Sustainment Licence (TSL) points process, including adding or removing points and allocating them for missed gas checks. It involves coordinating with the Income Team on direct debit and Universal Credit changes, preparing First Tier Tribunal documentation and conducting credit checks. Throughout all tasks, the role helps ensure Twenty11's vision, mission and values are reflected in every aspect of service delivery.

A collaborative and supportive team player, this individual demonstrates excellent communication and interpersonal skills, along with strong organisational abilities. They are independent, proactive and capable of prioritising their workload effectively while remaining flexible, confident, persuasive, and dynamic in their approach. Technologically aware and open to creative uses of tech, they actively embrace change and understand its impact on the team and organisation.

The ideal candidate demonstrates a strong commitment to continuous learning and development, with excellent time management skills and the ability to work independently using their own initiative. They are proactive and capable of managing tasks autonomously while maintaining a high standard of performance.

They possess desirable qualifications and experience, including a sound understanding of the Renters Rights Act and housing legislation, as well as familiarity with different tenancy types. Experience in processing tenancy changes and knowledge of Universal Credit, Housing Benefit, and their impacts are also valuable. An understanding of the First Tier Tribunal appeal process would further enhance their suitability for the role.

Personally, the candidate should be standards-driven and dedicated to promoting equal opportunities. They bring a flexible approach, a positive attitude and a strong commitment to equality. In addition, they actively encourage innovation and initiative in others, fostering a supportive and forward-thinking environment.

The ideal candidate is highly proficient in Microsoft Word, Excel, Dynamics and housing databases, with strong administrative and organisational skills supported by relevant qualifications. They are capable of prioritising and managing competing demands while maintaining exceptional accuracy and attention to detail. With a high level of numeracy and a solid understanding of rent changes, increases and housing-related financial processes, they bring at least one year of experience in the social or private rented housing sector.

They demonstrate a tenant-centred approach and uphold confidentiality, tact, and diplomacy in all interactions. Presenting a professional image at all times, they combine their qualifications, experience, and skills to deliver efficient, high-quality administrative support and contribute to the effective management of housing services.

Please note: We occasionally close vacancies early in the event we receive a high number of applications, so we advise you to submit an application as early as possible.

Location: Hybrid working - two days per week in the office in High Wycombe.

Since June 2024 we have been piloting a change to our normal full-time, 37-hour 5-day week. We are trialling a shorter 35-hour week (for the same pay as before) where staff work a full day Monday to Thursday, and finish the working week at 1pm every Friday. It's just a pilot at this stage while we evaluate its impact on our staff, our tenants, and the service we provide, but if successful we will consider a permanent move to this way of working in 2026.