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, and discounts at local cafes.
- Other info: Inclusive workplace committed to diversity and 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 Scunthorpe 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, develop their skills, and make a meaningful impact in the lives of customers within the housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Triage Officer in Scunthorpe
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at Ongo. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of tenancy agreements and anti-social behaviour legislation. Show us you know your stuff and can handle complex enquiries with ease!
✨Tip Number 3
Practice your communication skills! Whether it’s verbal or written, being able to convey your thoughts clearly is key. We want to see how you can build rapport with customers and colleagues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details about the role and benefits right there.
We think you need these skills to ace Tenancy Triage Officer in Scunthorpe
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Tenancy Triage Officer role. Highlight your experience with Anti-social Behaviour cases and any relevant qualifications. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and don’t forget to mention any experience you have in resolving complex enquiries.
Be Specific About Your Experience:When discussing your past roles, be specific about your responsibilities and achievements. If you've handled tenancy-related matters or worked with legislation, let us know! We love seeing concrete examples of how you've made a difference.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Ongo Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of the Anti-social Behaviour, Crime and Policing Act. Being able to discuss relevant legislation confidently will show that you’re serious about the role and understand the complexities involved in tenancy services.
✨Practice Your Communication Skills
Since excellent communication is key for this position, practice articulating your thoughts clearly. You might want to role-play common scenarios with a friend or family member to get comfortable discussing complex customer enquiries and how you would resolve them.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully resolved conflicts or managed difficult situations. Highlight your investigation skills and how you achieved balanced outcomes, as this will demonstrate your ability to handle the demands of the role.
✨Be Ready to Discuss Teamwork
This role involves collaborating with various teams, so be prepared to talk about your experience working in a team environment. Share specific instances where you supported colleagues or contributed to training, showcasing your interpersonal skills and ability to build rapport.
