Job Title: Tenancy Officer
Location: Liverpool / St Helens / Warrington
Salary: £30,498 per annum
Contract: Full-time

REQUIREMENTS:

• GCSEs (or equivalent) in Maths and English at Grade C or above.
• IT literate, with strong Microsoft Office skills.
• CIH Level 3 qualification or willingness to work towards.
• Experience working with a range of stakeholders and customers.
• Excellent communication, influencing, and collaboration skills.
• Ability to work flexibly, prioritise workload, and meet deadlines.
• Resilience, motivation, and a commitment to continuous improvement.

ABOUT THE ROLE

We are looking for a Tenancy Officer to join our Neighbourhood Housing Team, managing a wide range of tenancy-related requests and ensuring they are resolved within required timescales. This role is fast-paced and varied, requiring strong interpersonal skills, excellent attention to detail, and the ability to work both independently and collaboratively with colleagues across departments.
No two days will be the same - you’ll be dealing with everything from mutual exchanges to tenancy changes, bereavement-related matters, permissions, and customer enquiries, always ensuring compliance with policies, legislation, and service standards.

KEY RESPONSIBILITIES:

• Manage tenancy processes traditionally handled by Neighbourhood Officers, making decisions in line with policy and legislation.
• Process mutual exchange requests, tenancy changes, assignments, and succession claims.
• Deal sensitively with bereavement calls and related investigations.
• Respond to permission requests and communicate decisions to tenants.
• Support front-line teams with case-specific enquiries.
• Manage initial responses to customer complaints.
• Oversee garage lettings.
• Identify opportunities for process improvements to increase efficiency.
• Collaborate with internal teams to deliver tailored, high-quality customer service.
• Maintain confidentiality and compliance with data protection at all times.