Are you someone who thrives in fast-paced environments, and is looking to make a real difference to people’s lives? If so, we are looking for a customer-focused individual to join us as a Tenancy Services Officer.
Life as a Tenancy Services Officer is challenging – the role is intensive and works with some of our most challenging and vulnerable customers. But it is also rewarding and exhilarating, in which no two days are the same and you’re supported by a close-knit team.
Your day-to-day responsibilities will include, but are not limited to:
- Deliver excellent housing management services, reducing the risk of tenancy failure through proactive interventions, safeguarding, and tailored support.
- Manage a varied caseload of tenancy breaches, anti-social behaviour, safeguarding, and fraud, ensuring fair and sustainable outcomes.
- Work collaboratively across teams and with external partners (e.g. police, statutory agencies, contractors) to safeguard customers, protect assets, and tackle key tenancy related issues.
- Provide a responsive and coordinated response to tenant queries, ensuring that the tenant remains at the centre of all your decision.
Please note: This role manages a patch covering the full Leicestershire area.
We operate a true hybrid working model in which we deliver our service from the best location for the service to be delivered. You can therefore expect a healthy balance of remote and onsite working. Our team of Tenancy Services Officers cover a wide geographical patch, suitable candidates must be able to demonstrate their ability to travel across the Midland Heart portfolio.
Our ideal candidate will demonstrate:
- Proven expertise in managing tenancy-related matters, including the effective resolution of anti-social behaviour (ASB) and the proactive handling of safeguarding concerns.
- Skilled in navigating challenging customer interactions, utilising strong conflict resolution and de-escalation techniques to achieve balanced outcomes.
- Demonstrated ability to manage a complex, high-volume caseload, with a focus on staying organised and meeting key performance indicators.
Who are Midland Heart? We’re one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
Interested? Scroll down below for a full Role Profile. To apply, you’ll need to upload a copy of your CV highlighting the skills, experience and behaviours you can bring to the role!
Assessments for this role are currently due to take place on Thursday 11th June 2026. We reserve to right to close recruitment activity, should an appointment be made prior to the advertised date.
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
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