At a Glance
- Tasks: Resolve complex customer enquiries and support tenancy-related matters with a right-first-time approach.
- Company: Join Ongo, a forward-thinking organisation dedicated to community service.
- Benefits: 30 days holiday, paid volunteering, gym discounts, and a generous pension contribution.
- Other info: Inclusive workplace that values diversity and offers career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in managing Anti-social Behaviour cases and excellent communication skills required.
The predicted salary is between 30300 - 30300 £ per year.
This is a job working for Ongo.
Job Summary
To deliver triage services for the Contact Centre and Customer Hub, using specialist skills and knowledge in Tenancy Services to resolve more complex customer enquiries, ASB reports and tenancy services requests offering a right first-time approach.
Benefits of working with Ongo include:
- 30 days paid holiday plus bank holidays and your birthday off
- Exceptional leave
- 15 hours per year paid volunteering
- Annual pay review
- Mileage reimbursement at 55p per mile
- Free parking (pass provided)
- “No sick days” voucher
- 9.5% pension contribution (Aviva)
- 3x salary life assurance policy
- Enhanced maternity/paternity pay
- Simply Health package (including Pro-counselling for family members)
- Housing Perks
- Agile working
- Home working equipment provided
- Local gym discounts
- Discounts at Costa and Starbucks (town centre)
- Car lease scheme
Main Responsibilities
- Resolve complex customer enquiries in relation to the housing management function, using existing policies and procedures to inform decisions to achieve early resolutions for customers or appropriate referral into the Regional Neighbourhood teams.
- Support Customer Advisors and Customer Hub Assistants to advise the customer on tenancy-related matters including Anti-social behaviour.
- Triage Anti-Social Behaviour reports and tenancy management requests, ensuring appropriate decisions and risk assessments are conducted to ensure safeguarding of our customers and in line with relevant legislation.
- Maintain accurate records and ensure the CRM and cases are logged accurately and efficiently.
- Monitor trends and repeat reports of Anti-social behaviour and highlight to the regional neighbourhood teams.
- Maintain excellent communication with customers in line with relevant policy and procedures.
- Ensure that any referrals into the neighbourhood regional teams meet the specified standards for effective case management.
- Deliver training and coaching to Customer Advisors and Customer Hub Assistants to ensure they can resolve contacts right on first contact.
- Maintain specialist knowledge by collaborating closely with the regional neighbourhood teams to find appropriate resolutions to Anti-social behaviour cases.
- Ensure service delivery meets the requirements of current regulatory standards.
- The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
Skills, Competence, Experience Required
- Proven experience in managing Anti-social Behaviour cases or a sound knowledge in the Anti-social Behaviour, Crime and Policing Act.
- Be able to interpret legislation, policy and procedures to make effective decisions.
- Excellent communication skills both written and verbal.
- Demonstrate excellent investigation skills to provide balanced and fair outcomes for our customers.
- Interpersonal skills including tact, diplomacy and assertiveness.
- Be able to build rapport and trust with customers and colleagues.
- Have excellent organisational and time management skills to manage a demanding workload.
- Demonstrate resilience and manage conflict.
- The ability to develop and effectively utilise IT systems for the benefit of enhancing service delivery.
- Excellent problem-solving skills.
- Communication and presentation skills, including excellent literacy skills.
- Be able to interpret regulatory standards and any relevant best practice.
- Have a clear understanding of Tenancy agreements and the obligations within.
- You will have a professional housing qualification or be willing to work towards where relevant and appropriate.
Closing date for applications is Sunday 21 June.
For more about us, visit www.ongo.co.uk.
We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under-represented in our workforce.
As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.
If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.
Tenancy Triage Officer in Lincoln employer: Ongo Recruitment
Ongo is an exceptional employer that prioritises employee well-being and professional growth, offering a generous benefits package including 30 days of paid holiday, enhanced maternity/paternity pay, and a robust pension scheme. With a strong commitment to community engagement and inclusivity, Ongo fosters a supportive work culture where employees can thrive while making a meaningful impact in tenancy services within the local area.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Triage Officer in Lincoln
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Ongo Recruitment, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Ongo Recruitment and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Tenancy Triage Officer in Lincoln
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Ongo Recruitment and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Ongo Recruitment
✨Get to Know Public Sector Values
Before your interview with Ongo Recruitment, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Ongo Recruitment.
