Tenancy Assistant

1 x Full time (37 hours) Fixed Term for 1 year due to specific funding.

Proposed Interview Dates: 28th 29th September 2026.

For an informal discussion about the role, please contact Marie Balfour, Senior Tenancy Officer on 01482 616 926 or marie.balfour@hullcc.gov.uk.

ROLE AND PURPOSE

Tenancy Assistants will deliver an excellent housing management service to tenants and other stakeholders in the city. Covering two functional teams across three business areas within the city, the post holder will provide a clerical and administration service to support the Area Housing Team to manage approximately 23,000 homes across the City.

The post holder will be the initial contact point for customers and partners who contact the Area Housing Team. They will assist the Area Housing team to deal with enquiries which may be in person, over the phone, in writing or via IT systems, assisting customers where possible or ensuring their enquiry is directed to the appropriate person or team.

The post holder will support the service with low level income management, appointment setting, returning calls to customers, taking payments via telephone, and completion of relevant forms such as affordability assessments and benefit applications. On occasions, the role will include carrying out visits outside of the office to inspect gardens, estates, communal areas and garages as required. Provide an accurate cash collection service (at sites where payments are made) for tenants and customers if required.

PRINCIPAL ACCOUNTABILITIES:

• Provide a professional service to customer enquiries. Respond to enquiries in accordance with council policies and procedures and the Data Protection Act, which will include appropriately managing customer expectations and challenging behaviour from some customers.
• Ensure all enquiries are directed to the appropriate person or team in a timely way in line with service standards for a decision to be made. Seek advice and support from more senior officers where necessary. Some enquiries will require you to make a written response.
• Treat customers with respect, demonstrating sensitivity for the customs, culture and beliefs of others. Deal with customers on a regular basis through multiple communication channels including telephone calls, office appointments and occasional onsite visits.
• Promote and safeguard the welfare of children, young people and/or vulnerable adults.
• Working as part of a larger team of housing staff, provide a cash taking or front of housing enquiry service, based in a team of housing management staff where you will provide administrative support to the team across a wide range of tenancy/estate matters ranging from raising repairs, mutual exchanges, signing up garage tenancies to assisting with a broad range of tenancy matters.
• Maintain a good, up to date working knowledge of policies, procedures and trends in order to carry out your role effectively and give good quality advice to customers. Where appropriate, make referrals to other partner agencies both internal and external for example referring safeguarding concerns.
• Accurately record and upload information on all current council computer systems or paper records in a timely manner cross-checking data where required.
• Provide an efficient and accurate cash collection, daily collation and banking service at sites where cash is taken.
• Provide administration for the management of housing assets for example maintaining garage waiting lists, allocating garages, rent collection for garages, taking Notice from customers in line with policies and procedures.
• Support the Area Housing Team with low level arrears management, in rent recovery payment to the HRA. The Job Holder will have responsibility for the management of garage arrears, static accounts, seasonal income collection campaigns and provide clerical/administrative support to the Tenancy Officers.
• Under the supervision of the Senior Tenancy Officer, mentor new starters to the service as deemed appropriate.
• The job involves working with customers with a number of different circumstances and in some cases vulnerabilities, including those who have experienced trauma or are victims of domestic abuse.

The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Council's overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees.

Benefits of Working for Hull City Council:

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New Year period.
• Career development and learning experiences from a range of training courses and learning methods.
• Supportive and forward-thinking culture.

We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made.

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.