Senior Tenancy Officer

Number of Vacancies: 1

Time Type: Full time

Worker Type: Fixed Term (Fixed Term)

Proposed Interview Date: Tuesday, August 18, 2026

Hours of Work: 37

Hiring Manager: Susan Houlton

Contact Number: 01482 616964

Job Description Summary:

This is a Full Time, Fixed Term position for 18 months to help support the Housing Facilities Service Review.

Role and Purpose

To supervise and organise the front-line housing resources within a local area, coordinating with other Senior Tenancy Officer and Housing Tenancy Managers to ensure that the teams for which you are responsible deliver an excellent, consistent front line housing service allocating resources to cover workload. Provide support and direction in respect of individual cases ensuring teams adhere to appropriate legislation and policies and procedures. Model the values and behaviours expected of your team(s) and create a culture that is customer focussed, treats people fairly and strives for excellence.

Principal Accountabilities:

• To promote and safeguard the welfare of children, young people and/or vulnerable adults (Service Area to include where appropriate)
• Customer Focus – Treat customers with respect, demonstrating sensitivity for the customs, culture and beliefs of others. Deal with tenants and the public on a regular basis for example interviewing tenants in relation to housing matters in a range of settings for example in an interview room, their home or a community setting. The behaviour of some customers may, at times, be challenging. To promote and safeguard the welfare of children, young people and/or vulnerable adults.
• Performance Management – Implement and embed the Housing Services policies and procedures, keeping self and team up to date with any changes. Monitor and quality check work of the team(s) as agreed with the Housing Tenancy Manager or as set out in the Services policies and procedures, reporting back outcomes as agreed, recommending changes or support individuals and teams to improve performance.
• Statutory Obligations – None
• Supervise the day to day work of teams delivering the front line housing service ensuring that resources are planned and allocated to cover workload and respond to customer and partner timeframes, liaising with other Senior Tenancy Officers, Housing Tenancy Managers and staff to deliver an excellent, consistent, timely front line housing service in all areas of the city. The role also works closely with external agencies and emergency services on a regular basis.
• Be flexible about own work location moving around the city, supervising different teams and areas of work such as rent and rent arrears management, tenancy and estate management and allocations as required.
• Support the Housing Tenancy Managers by carrying out routine staff wellbeing and development functions such as carrying out one to one discussions with staff, managing and monitoring sickness absence in the early stages, identifying training needs and organising attendance on courses. Provide coaching and mentoring including induction. Take part in recruitment and selection activities.
• Provide staff in the front line housing teams with support and direction on individual cases including complex and multiple levels of mental health cases using the Council and Housing Services policies and procedures, seeking advice and support from others such as Landlord Services Managers, Housing Tenancy Managers, Practice Managers, and Neighbourhood Nuisance Team Leaders as necessary.
• Act as an effective ambassador to promote the Neighbourhoods and Housing Service when working in partnership with other stakeholders to deliver services to customers. Attend local partner meetings for example local tasking or Early Help meetings.
• Demonstrate effective behaviours in line with the Council’s competency framework.
• Support local service development priorities and work collaboratively with colleagues to implement these priorities. The handling of complex information and cases also includes the use of confidential and sensitive information on a regular basis.