Senior Tenancy Management Officer

Join us in delivering a tenant focused housing service that truly makes a difference. Cheltenham Borough Council has an exciting opportunity for a Senior Tenancy Management Officer to join the team.
Location: Hesters Way Community Resource Centre, GL51 7SU
Salary: £32,597 - £34,434 (pay award pending wef 1 April 2026)
Job Type: Full Time, Permanent
Hours: 37 hours per week
Close Date: Sunday 17th May 2026
Come and work for an award-winning organisation!
We are an ambitious and forward-thinking council. We are committed to making Cheltenham a better place to live and work, enabling communities and businesses to thrive whilst protecting what is good about our town.
We aim to be an employer of choice where everyone is treated fairly and feels valued and respected. We aim to provide a stimulating and rewarding working environment that encourages our people to work together, provides opportunities for them to reach their full potential and achieve a healthy work/life balance.
Working at Cheltenham Borough Council means working as part of a committed, professional, and friendly team.
Senior Tenancy Management Officer – The Role:
As a trusted advocate for residents, you'll help tenants thrive in safe, settled homes, tackling complex cases, driving positive change and stepping in when it matters most.
You'll work closely with partners, lead on safeguarding and inspections, and mentor others as you help shape stronger, safer communities.
Senior Tenancy Management Officer – Key Responsibilities:
- Act as a tenant advocate, building positive relationships and taking ownership of issues to ensure high customer satisfaction
- Manage temporary furnished accommodation non-secure tenancies within a defined neighbourhood, including monthly visits
- Handle complex tenancy matters (mutual exchanges, succession, breaches) and undertake legal action on behalf of CBC
- Pro-actively support tenants at risk, working restoratively to sustain tenancies and drive behaviour change
- Carry out neighbourhood inspections, welfare checks, home visits and safeguarding referrals
- Work in partnership with the property team, community investment team and external agencies on repairs, fire safety, planned works and community activities
- Mentor less experienced colleagues and lead on research and scoping for service improvements
- Maintain accurate records on QL and Documotive, ensuring compliance with all policies and statutory standards
Senior Tenancy Management Officer – You:
- A proven track record of supporting operational delivery and holding others to account
- Proven experience of delivering statutory housing or similar support services, with knowledge of tenancy and housing management policy and practice, and relevant landlord and tenant legislation and codes of practice
- Experience in challenging customer-facing situations, with strong communication, diplomacy, negotiation and customer service resolution skills
- Valid driving licence with access to a vehicle
- An accredited housing management qualification and/or relevant experience in a housing management role is desirable
What we can do for you…
- An excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS)
- A generous holiday entitlement of 26 days (pro rata) rising to 31 days (pro rata) after five years (excluding Bank Holidays)
- A flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours
- A comprehensive programme of learning and development
- Two days (pro rata) paid time off for volunteering
- Enhanced maternity and paternity schemes
- Access to free counselling services
- Upon successful completion of your probation period, you will then have access to our Healthcare Cashback Plan
- A cycle to work scheme
- Low-cost town centre parking
- A commitment to employee wellbeing
To submit your application for this Senior Tenancy Management Officer opportunity, please click ‘Apply’ now