Tenancy Support Coordinator

4 weeks ago


Bracknell, United Kingdom Silva Homes Full time

**Contract Type**: Fixed-Term 14 Months (MAT Cover)
- **What is the role?**_

The customer relations directorate embodies the outcomes of our cultural transformation: where all colleagues are accountable for the experiences of our customers; we are all responsive to customers and they trust us to understand and meet their needs; and we all line up together, irrespective of where we work, to support colleagues on the front-line and help get things right first time.

The tenancy department are the face of Silva and have a critical role as the touchpoint for customer relations with area teams working within a defined geography; the independent living team supporting our older and more vulnerable customers; and the access & support team co-ordinating the way we let homes and support customers at greatest risk of tenancy failure through the area teams. The tenancy department and our contact department are at the vanguard of our new service offer that focuses on the customer experience, maximises digital services for key transactions, and target our resources to support those in greatest need and those at greatest risk of tenancy failure.

As our tenancy support coordinator, you will work collaboratively with the area teams across our operating area to provide a specialist tenancy support service to those customers at high risk of tenancy failure. For those customers at greatest risk of tenancy failure the division will seek to maximise personal incomes through dedicated money advice.
- **What will you be doing here?**_
- You will support the customer relations manager (access & support) and the area customer relations managers through the provision of a specialist advice service (including comprehensive and customised specialist money advice) to those prospective and existing customers at high risk of tenancy failure.
- You will provide training and support to all colleagues who may through their work come across customers who need additional support to help them sustain their tenancies.
- You will establish and communicate referral processes and channels for colleagues.
- You will work with the customer relations manager (access & support) and the area customer relations managers to agree criteria to take on referrals, agree the prioritisation of workload and ensure that those falling outside referral criteria receive additional support from the customer relations partners and/or other teams.
- You will signpost and make referrals to (and maintain good working relationships with) external agencies and groups that may be able to offer support or other solutions to too high-risk customers and help coordinate interventions.
- You will develop support plans for referred customers on your case load, share these with relevant colleagues, and encourage and help customers to maintain them.
- You will support referred customers on your case load with advice to help them sustain their tenancies including accessing welfare benefits and best value utilities and offer basic household budgeting support.
- You will help referred customers on your case load with practical support on communicating with us and other agencies, and developing life skills, with the aim of helping them to sustain their tenancies.
- You will support the development of the knowledge bank and scripts to ensure an effective and responsive service for customers.
- You will provide benefits advice service with the aim of maximising personal/household disposable income and reducing rent arrears.
- You will aim to mitigate customer outgoings to other creditors and prioritising rent as well as other essential household expenses.
- You will promote the digitalisation of services for money advice.
- You will keep up to date with relevant developments in welfare benefits and debt recovery including matters of law, regulation, and best practice.
- You will assist with pre-tenancy income checks and provide advice and support as required.
- You will provide advice, guidance, and support to customers on effectively managing household budgets, including tariff switches, with the aim of enhancing financial capability and tenancy sustainment.
- You will provide support to the access team carrying out their lettings function during times of increased workload.
- You will participate in multi-agency case conferences as required.
- You will ensure that you are fully aware of your safeguarding responsibilities.
- You will operate in line with key policies and procedures particularly those relating to health and safety and data protection.
- You will ensure performance and compliance against agreed standards, measures and targets.
- You will look at ways to improve the customer experience and you will be open to new ideas and innovations.
- You will positively support activities that help promote our new culture and behaviours.
- **Skills and experience**_
- High customer service ethic.
- Understands the needs of existing and potential customers.
- Good partnership working


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