Tenancy Officer

Do you have a passion for delivering great customer service, strong tenancy management knowledge, and the confidence to make decisions that support communities to thrive?

We’re looking for a Tenancy Officer to join our Neighbourhood Housing team, where you’ll play a vital role in supporting customers and managing a wide range of tenancy related enquiries across Warrington. This is a fast paced and varied role, where no two days are the same, and every interaction makes a difference.

What you’ll be doing

• Take ownership of a wide range of tenancy management enquiries, resolving them in line with policies, procedures and legislation.
• Make informed decisions on tenancy matters, ensuring customers receive clear, fair and consistent outcomes.
• Process mutual exchanges and tenancy changes, working closely with internal teams to deliver a seamless service.
• Manage tenancy assignments and carry out investigations where required.
• Provide compassionate, sensitive support to customers following bereavement, including handling succession claims.
• Respond to customer permission requests, communicating decisions clearly and professionally.
• Manage garage lettings across the organisation.
• Collaborate with colleagues across the business to deliver a joined up, customer focused service.
• Maintain accurate records, ensuring all customer data is handled securely and in line with GDPR.
• Meet performance targets and service standards, ensuring work is completed within agreed timescales.
• Contribute to continuous improvement, helping us deliver better outcomes for our customers and communities.
• Promote equality, diversity and safeguarding, ensuring all customers are treated fairly and with respect.

What we’re looking for

• Experience working in tenancy management, housing services or a similar environment
• A good understanding of housing legislation, policies and processes
• Excellent customer service and communication skills, with the ability to handle sensitive situations
• Strong organisational skills and the ability to manage a varied workload in a fast paced environment
• A proactive and flexible approach, with the confidence to make decisions
• Ability to work both independently and as part of a supportive team
• Good IT skills and experience of working with digital systems
• A genuine commitment to making a positive difference to customers and communities

Interview Process

• Candidates will be invited to attend an interview, which will include a competency based discussion exploring your experience, decision making and customer focused behaviours. Interviews will take place on Monday 6th July at our Warrington Bank Park Office.

Additional Information

• Right to work verification
• Qualification certificate check (where applicable)
• Two satisfactory references
• Occupational Health questionnaire – Fit for Work
• DBS check (if applicable)
• Completion of all new starter documentation, including signed terms and conditions

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.