Tenancy Services Officer – Grade 9 (Housing)
Location: The Council House, North Warwickshire Borough Council, CV9 1DE
Start Date: ASAP
Contract Duration: 24 August 2026 to 25 December 2026
North Warwickshire Borough Council is seeking a professional and customer-focused Tenancy Services Officer – Grade 9 (Housing) to provide frontline tenancy services and support to housing customers, ensuring effective tenancy management and excellent service delivery.
This is an engaging role focused on managing tenancy-related enquiries, resolving customer issues, supporting residents, and ensuring housing services are delivered in line with legislation, council policies, and good practice.
This role is ideal for an experienced housing professional who has strong customer service skills, understands tenancy management processes, and can manage sensitive cases while maintaining a professional and supportive approach.
About the Role:
As a Tenancy Services Officer – Grade 9 (Housing), you will provide frontline housing services, supporting tenants with tenancy-related matters and managing a range of customer enquiries. You will work closely with residents to address issues including rent arrears, neighbour disputes, and anti-social behaviour concerns, ensuring cases are handled effectively and in accordance with housing policies and procedures.
You will apply your knowledge of housing legislation and tenancy management practices to provide advice, guidance, and solutions while maintaining accurate records and delivering a high-quality customer-focused service.
What You'll Be Doing:
- Providing frontline tenancy services and support to housing customers
- Managing tenancy-related enquiries and resolving customer issues effectively
- Working with tenants to address rent arrears, neighbour disputes, and anti-social behaviour concerns
- Providing advice and guidance on tenancy management matters
- Managing tenancy cases in line with housing legislation, council policies, and good practice
- Maintaining accurate records and ensuring all actions are completed in accordance with procedures
- Handling sensitive customer cases with professionalism, confidentiality, and empathy
- Supporting residents by providing clear information and guidance on housing-related matters
- Delivering a professional, responsive, and customer-focused housing service
- Working collaboratively with colleagues and partner services to support positive tenancy outcomes
- Ensuring compliance with relevant housing policies, procedures, and service standards
Essential Requirements:
We're looking for an experienced, proactive, and customer-focused Tenancy Services Officer who can effectively manage tenancy issues, provide housing advice, and deliver high-quality services to residents.
Essential Skills & Experience:
- Eligible to work in the UK
- Experience working in a frontline customer service role
- Experience managing tenancy issues, including rent arrears, neighbour nuisance, and anti-social behaviour
- Previous experience working within a social housing environment
- Good knowledge of housing legislation and housing management practices
- Strong communication and customer service skills, both verbal and written
- Ability to manage sensitive cases and work effectively with residents
- Strong organisational skills with the ability to manage workloads and prioritise tasks
- Ability to maintain accurate records and complete casework in line with procedures
- Ability to work independently and as part of a wider housing team
Desirable Skills & Experience:
- Experience working within a local authority housing service
- Knowledge of tenancy enforcement processes and housing support services
- Experience handling complex customer enquiries and casework
- Understanding of good practice within housing management and tenancy sustainment
Why Apply:
- Opportunity to work within a professional local authority housing environment
- Role focused on supporting tenants and improving housing service delivery
- Opportunity to manage meaningful tenancy cases and provide customer support
- Full-time working hours, Monday – Friday, 09:00 – 17:00
Additional Information:
Client: North Warwickshire Borough Council
Location: The Council House, North Warwickshire Borough Council, CV9 1DE
Hours: 37 hours per week
Working Hours: Monday – Friday, 09:00 – 17:00
Job Type: Full-time, Temporary / Contract
Contract Duration: 24 August 2026 to 25 December 2026
Pay Rate: £18.85 Per Hour
Job Ref: 5302406
Job Types: Full-time, Fixed term contract
Pay: £18.85 per hour
Application question(s):
- Please summarise your relevant experience that makes you suitable for the Tenancy Services Officer – Grade 9 role.
- Do you have experience managing tenancy-related issues such as rent arrears, neighbour disputes, tenancy breaches, or anti-social behaviour cases?
Experience:
- social housing environment: 1 year (required)
- tenancy management: 1 year (required)
- frontline customer service: 1 year (required)
Licence/Certification:
Work authorisation:
- United Kingdom (required)
Work Location: In person
