Tenancy Specialist Triage Officer – Housing
| Posting date: | 25 May 2024 |
|---|---|
| Salary: | £18.74 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 23 June 2024 |
| Location: | Norwich, NR7 0WF |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | CLA 0008 EB21 / 1 |
Summary
What's involved with this role:
Temporary Tenancy Specialist Triage Officer – Housing
Job Ref: CLA 0008 EB21 / 1
Pay Rate: £18.74 per hour PAYE
Hours per week: 37 Monday - Friday, 9am to 5pm
Role Length: This opening assignment is for 2 months
City: Norwich
Remote working
Basic DBS disclosure required for this role
The Tenancy Specialist Triage Officer will be responsible for reviewing all new ASB reports to Clarion and completing action plans and interviews with customers on high level ASB cases.
Acting as gatekeepers for the regional Tenancy Specialist teams the Tenancy Specialist Triage Officer will ensure the correct categorisation of ASB cases and will prioritise these according to the risk. The Tenancy Specialist Triage Officer will provide expert advice to the contact centre on more complex cases, identify and correct errors and gather crucial information from complainants in addition to providing a responsive support service to regional teams.
Key Responsibilities:
Providing contact centre colleagues with advice on how to correctly log and categorise ASB cases, considering thresholds for investigation, risk to the customer and the obligation of Clarion and other relevant agencies.
Triaging cases to identify and correct errors including potential data protection breaches and mis categorisation of ASB.
Providing instant feedback to Contact Centre Agents (CCA) if they have raised a case incorrectly on CRM and explaining what needs amending.
Making contact with complainants and stakeholders to establish further detail on cases where information is missing. Enabling regional teams to start an appropriate and proportionate investigation promptly and within published SLAs.
Completing interviews with complainants over the telephone within published SLAs and agreeing robust and appropriate action plans to address the ASB reported.
Providing advice to Neighbourhood Response Officers on ASB related general enquiries, such as what evidence is required to start an investigation and how to manage the customer’s expectations. Creating new ASB cases for NROs when the threshold for investigation has been met.
Completing dynamic risk assessments of each case, safeguarding vulnerable customers and liaising with internal and external agencies such as the police, local authorities or support services.
Identifying high risk victims of domestic abuse, completing a domestic abuse, stalking, harassment and honour based violence assessment and ordering personal security equipment for next day delivery.
Providing targeted and responsive support to regional teams to assist with effective case management. This may include following up on customer contact to ensure SLAs are met and ensuring correct use of the system to ensure accurate reporting on performance and prevention of data protection breaches.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, we cannot, unfortunately, respond to all applications. If, therefore, you have not heard from us within 3 days please make a working assumption that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Experience of investigating ASB and achieving positive outcomes.
Good understanding of ASB and knowledge of relevant legislation.
Proficiency with customer relationship manager (CRM) software and principles.
Experience of working in a customer focused environment with a proven ability of dealing with sensitive or distressing information in a calm and professional manner.
Ability to actively listen and diffuse difficult situations
Experienced in gathering and recording accurate, detailed information from multiple sources, able to exercise good judgement and use initiative to problem solve.
Excellent verbal and written communication skills, able to adapt approach to the audience.
Excellent organisational skills with ability to manage a demanding and varied workload.
Able to develop effective working relationships with colleagues across the organisation and external agencies, confident to challenge in a positive and constructive manner.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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Job Ref: CLA 0008 EB21 / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.