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: Enjoy 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.
Salary: £30,300
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.
- 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.
- Ability 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.
- Ability to build rapport and trust with customers and colleagues.
- Excellent organisational and time management skills to manage a demanding workload.
- Demonstrate resilience and manage conflict.
- 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.
- Ability to interpret regulatory standards and any relevant best practice.
- Clear understanding of Tenancy agreements and the obligations within.
- Professional housing qualification or willingness 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 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, flexible working options, and a supportive work culture. With a strong commitment to community engagement and inclusivity, Ongo fosters an environment where employees can thrive while making a meaningful impact in the lives of customers through their vital tenancy services.
StudySmarter Expert Advice🤫
We think this is how you could land Tenancy Triage Officer
✨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 Anti-social Behaviour and relevant legislation. We want you to show off your expertise and how you can apply it in real scenarios.
✨Tip Number 3
Practice your communication skills! As a Tenancy Triage Officer, you'll need to convey complex information clearly. Try mock interviews with friends or family to get comfortable.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Tenancy Triage Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with Anti-social Behaviour and tenancy services. We want to see how your skills match the job description, so don’t hold back on showcasing your relevant expertise!
Show Off Your Communication Skills:Since excellent communication is key for this role, ensure your written application reflects that. Use clear and concise language, and don’t forget to proofread for any typos or errors – we love attention to detail!
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've tackled complex customer enquiries or resolved conflicts in the past. We’re looking for candidates who can think on their feet and provide effective solutions right from the start.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way to ensure your application gets into the right hands, and we can’t wait to hear from you!
How to prepare for a job interview at Ongo Recruitment
✨Know Your Legislation
Make sure you brush up on the Anti-social Behaviour, Crime and Policing Act. Understanding the legislation will help you answer questions confidently and demonstrate your knowledge of tenancy services.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively communicated with customers or colleagues in the past.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved complex issues or managed conflicts. Be ready to discuss your thought process and the steps you took to achieve a balanced outcome.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle tenancy-related matters. Prepare by thinking through potential situations you might face and how you would approach them, keeping customer safeguarding in mind.
