Tenancy Specialist Triage Officer Remote Working

1 week ago


London, Greater London, United Kingdom Reed Full time £19 - £23

Tenancy Specialist Triage Officer Position at Our Company

  • Job Type: Full-time, Remote
  • Salary: £18.74 PAYE or £23.23 Umbrella
  • Location: Remote

We're in search of a Tenancy Specialist Triage Officer to become part of our team. This role plays a vital role in evaluating new ASB (Anti-Social Behaviour) reports, finalizing action plans, and conducting customer interviews regarding high-level ASB cases. The ideal candidate will act as a guardian for the regional Tenancy Specialist teams, ensuring accurate categorization and prioritization of ASB cases based on risk levels, while offering expert guidance and support.

Day-to-Day Responsibilities:
  • Guide contact centre colleagues on logging and categorizing ASB cases, taking into consideration investigation thresholds, customer risk, and agency obligations.
  • Triage cases to detect and rectify mistakes, such as potential data protection breaches and mis-categorization of ASB.
  • Provide immediate feedback to Contact Centre Agents on CRM case entries and assist in necessary adjustments.
  • Reach out to complainants and stakeholders for additional case specifics, leading to prompt and suitable investigations.
  • Carry out phone interviews with complainants, establish action plans, and finalize safeguarding referrals for high-level, high-risk cases.
  • Conduct dynamic risk assessments, safeguard vulnerable customers, and cooperate with internal and external agencies.
  • Spot high-risk victims of domestic abuse and facilitate required assessments and security actions.
  • Strike a balance between reaching out to victims and administrative system-related tasks, with an average day encompassing 50% communication and 50% admin work.
Essential Skills & Requirements:
  • Prior experience in investigating ASB and delivering favorable results.
  • Solid understanding of ASB and familiarity with relevant laws.
  • Proficiency in working with CRM software.
  • Background in a customer-centric setting, managing sensitive information professionally.
  • Capacity to actively listen and de-escalate tense situations.
  • Proficient in gathering and recording precise information from various sources.
  • Strong verbal and written communication abilities.
  • Resilient, flexible, and capable of handling a challenging and diverse workload.
  • Aptitude to cultivate effective working relationships and confidently address issues when necessary.
Perks:
  • Competitive salary.
  • Complete remote work setup.
  • Opportunity to contribute to community welfare and safety.
  • Engage with different stakeholders and make a substantial impact on people's lives.

To apply for the Tenancy Specialist Triage Officer position, kindly send in your CV and cover letter outlining your pertinent background and why you're keen on this role. Applications will undergo assessment post Monday, 3rd June.



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