Tenancy Enforcement Co-Ordinator

Role Purpose: To support the Tenancy Enforcement team to ensure customers maintain their tenancies and to assist with any necessary enforcement for breaches of tenancy.

Key Relationships: Internal Other Community Wellbeing & Inclusion Teams • Customer Services Contact Centre • Housing Team • Income Team • Customer Experience & Engagement Team • Property & Estate Services Teams External • Customers • Police • Health Services • HMCTS (His Majesty's Courts & Tribunals Service) • ESDAS and other domestic abuse services • Adult and Child Safety and Welfare Services • Mental Health Support Services • Drug Abuse Services • Relevant Voluntary and Charitable Groups

Essential Role-Specific Knowledge, Skills, and Experience:

• Experience providing administrative support within a housing, customer service, enforcement or similar environment. • Experience maintaining accurate records, case files and databases, ensuring information is up to date and compliant with data protection requirements.

• Ability to produce clear, accurate and professional correspondence, reports and meeting notes. • Experience handling customer enquiries and complaints sensitively and professionally, including those relating to anti-social behaviour. • Good organisational skills with the ability to prioritise workloads. • Ability to work on own initiative while following established procedures and guidance. • Experience supporting the preparation of documentation for legal proceedings, case reviews or multi-agency meetings. • Good attention to detail and ability to collate information from multiple sources. • Experience working collaboratively with colleagues and external agencies, such as local authorities, police and support services. • Proficient in the use of Microsoft Office applications and housing management or case management systems. • Understanding of confidentiality, safeguarding and data protection requirements when handling sensitive customer information. • Commitment to delivering excellent customer service and supporting vulnerable customers Key Outputs: • To support the management of ASB cases, ensuring that targets and deadlines are met. • To deliver against team and individual targets tenancy enforcement. • To work proactively with customers to prevent ASB and maintain expectations of all parties involved. • Work with the tenancy teams to support residents to achieve a sustainable tenancy. • Deal with 'call backs' for residents and provide office cover for colleagues when they are out on visits • To process admin tasks as identified including, bulk mail outs, managing appointments for the team, and scanning of confidential information. • To raise/process invoices relating to tenancy enforcement team • To undertake research work relating to any changes in Housing Law • To work with colleagues across groups and Teams

• Liaison with other agencies, such as Polices, Local Authorities, Surrey County Council Departments and voluntary support agencies, to help maintain tenancies. • Provide admin support to produce and update key performance information.