Tenancy Services Officer

Job Title: Tenancy Services Officer

Location: Merton
Rate: £23.30 per hour (Umbrella)
Contract Type: Interim
Working Pattern: 3 days office/site, 2 days working from home

About the Role:
We are seeking a Tenancy Services Officer to support the development and implementation of a customer contact and stakeholder communication strategy. This dynamic role involves delivering improved responsive services to customers, dealing with a variety of projects, and supporting vulnerable customers. You will act as the key link between the organisation, its contractors, and customers, ensuring effective liaison and communication.

You will participate in customer sign-ups, needs assessments, regeneration property handovers, and resolving complaints. You will also work with blocks of residents to support them while services are restored.

Key Responsibilities:

• Participate in and, when required, lead local service resident engagement strategies.
• Analyse key data to inform service improvement strategies.
• Facilitate and coordinate responses to customers by working with the local housing team, Customer Contact Centre, and other relevant teams.
• Identify relevant internal and external stakeholders to ensure comprehensive understanding of service changes and their impact.
• Manage effective customer communication to ensure high satisfaction.
• Organise meetings and briefings, and produce communication materials using various methods.
• Represent the team at meetings and lead smaller project teams where appropriate.
• Ensure all tasks are completed, and complaints or requests from residents are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams, ensuring all parties are kept informed.
• Assist in effective liaison with in-house service providers, contractors, and external subcontractors to ensure a top-quartile service.
• Ensure compliance with GDPR regulations when processing customer data.

Requirements:

• Experience of building and maintaining excellent working relationships with operational teams, internal teams, and external agencies.
• Proven experience in a front-line, customer-focused role in the social housing sector.
• Experience of project management methods.
• Experience of working in repairs and maintenance, a housing association, or local authority.
• Excellent analytical skills with the ability to identify trends and present data.
• Excellent letter writing and report composition skills.
• Experience of dealing effectively with complaints and customer feedback.
• Strong communication skills with the ability to adapt your approach based on the audience.
• IT literate with excellent planning and organisational skills.
• Ability to travel and be flexible with working hours, occasionally visiting customers’ homes or attending meetings outside normal working hours.

If this sounds suitable for you, or someone you know, please send an updated copy of your CV to Sean Cloherty at Elevate Projects so we can discuss further.