Tenancy Support Officer

The Role

Support the Head of Allocations with the tenancy support within the Private Rental Sector. Providing excellent customer service and support to tenants requiring assistance and guidance.

Main Duties & Responsibilities

• Collaborate with the PRS team to deliver exceptional customer service, supporting tenancy sustainability.

• Provide support and advice to tenants, including completing Universal Credit and Housing Benefit claim forms, ensuring a client-focused service in line with company policies and relevant legislation.

• Arrange property viewings for new tenants.

• Collate and coordinate the signing of all tenancy documents.

• Prepare, review, and update tenancy agreements and related documentation as required.

• Conduct daily calls to tenants in arrears and support income recovery efforts.

• Offer day-to-day support and advice to tenants, fostering long-term, successful tenancies and building trust in our management.

• Maintain an effective appointment system for the Housing Office Department, ensuring timely tenant visits to mitigate and minimize tenancy breaches.

• Develop and maintain a comprehensive network of contacts with relevant agencies (e.g., Housing Benefit, Universal Credit).

• Ensure all tenant and property records are kept up to date, including digital and paper files, in compliance with data protection regulations.

• Oversee the processing and allocation of rent payments and follow up on outstanding balances.

• Proactively identify and resolve issues such as late rental payments and anti-social behaviour.

• Liaise with the maintenance team to ensure prompt resolution of property issues.

• Undertake ad hoc duties as required.

Skills & Knowledge

• Minimum of 1 year’s tenancy sustainment experience or similar role.

• Ability to identify and make assessments in respect of clients related to their housing needs.

• Excellent interpersonal skills, with the ability to communicate effectively and maintain appropriate professional boundaries.

• Excellent working knowledge of the private rented sector in England, specifically how it provides a housing option for low-income households.

• Ability to prioritise workload and work effectively in a high-pressured environment.

• Close attention to detail.

• A proficiency in the use of MS Office including Outlook, Word, Excel and Sage

• Experience dealing with vulnerable tenants – ideally working for a housing provider, homeless charity, supported housing organisation or local authority.

• Knowledge of Housing Benefit & Universal Credit claims is essential.

• Strong communication skills both written and verbal.

Ideal but not Essential

• Experience with MS PowerPoint

Benefits

• 23 days leave, plus bank holidays

• Additional holiday days for long service – up to 28 days

• Celebration of tenure

  • 3 years £500

  • 5 years £1000

  • 10 years £5000

• Private health insurance with Vitality

• Birthday off

• One well-being day off per year

• Maternity/Paternity Pay

• Pension schemes increase – after 2 years.

• £500 referral scheme for staff who refer a new employee, paid upon passing probation.

• Company payday lunch

• Daily Fresh fruit

Diversity & Inclusion

Stef & Philips is built on acceptance, respect, and inclusion, where everyone feels that they belong and can make a meaningful contribution. We encourage applicants regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family, or parental status. If you need any assistance or accommodation during the recruitment process, please let us know.

We’d be delighted if you tick off all our boxes, but we also believe it’s just as important we tick all of yours. If you think you have most of what we’re looking for but not everything, go ahead and apply. We’d still love to hear from you!