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The role Crown Estate Scotland has an exciting opportunity for a Tenant Liaison Manager to join our Property team on a full-time permanent basis. This role will: <ul> <li>Develop and implement a robust tenant engagement strategy / plan across all tenant types within the Property Team.</li> <li>Create and lead all tenant engagement initiatives for CES residential, coastal, commercial and farm tenants to maintain positive tenant feedback and move customer satisfaction rates from good to excellent.</li> <li>Manage business and/ or relationships with tenants, customers, stakeholders, and communities that help Crown Estate Scotland achieve its purpose of 'Investing in property, natural resources and people to generate lasting value for Scotland'.</li> <li>Represent Crown Estate Scotland at tenant, customer and stakeholder events to deliver material outcomes directly related to current or future corporate plans and priorities in a manner that builds trust and credibility of the Property function.</li> <li>In areas where our tenants and customers live and/or carryout their business activities, lead and coordinate the liaison with local authorities in those areas and will be directly responsible for improving tenant/customer satisfaction including MSPs, local authority senior leadership and other community organisations making clear the value our work brings to their constituents (working alongside the Asset and Corporate Affairs Teams).</li></ul>About the role The successful candidate for this role within the organisation will be responsible for: <ul> <li>Building strong relationships with our tenant base across the property portfolio and leading implementation of agreed actions from the CES Tenant Surveys.</li> <li>Establishing rapport with our tenant base across the property portfolio with the aim of understanding their needs and concerns and in turn proving clear communication to all tenants regarding planned activities, initiatives, projects/programmes etc that are relevant to them.</li> <li>Working with Asset Team, project managers and managing agents to ensure that tenants and stakeholders are kept informed at all times of project timelines, any potential disruptions, procedures and any changes that may affect them.</li> <li>Keeping a current and accurate record / database of all tenant contact details for ease of communication and treat that information in line with current Data Protection legislation.</li> <li>Creating and managing the literature/communication surrounding the tenant liaison process and updating/amending the information when necessary.</li> <li>Managing and administering tenant satisfaction monitoring and producing regular performance reports for the Director of Property and Executive Team.</li> <li>Looking at ways to constantly improve the tenants experience and keep tenant satisfaction rates high.</li> <li>Being the first point of call to investigate and if possible, resolve tenants Stage 1 complaints.</li> <li>Providing relevant tenant statistical data/information as required by the property team.</li> <li>Conducting regular liaison with tenants before, during and after planned activities, CES initiatives, maintenance works etc, through telephone calls, personal visits and written correspondence.</li> <li>Participating in progress/contract regular meetings with Asset Teams and Managing Agents, producing a detailed report for each on tenant issues.</li> <li>Collating and monitoring tenant satisfaction figures on a regular basis from all property teamwork streams and input that information into a spreadsheet ready for the Director of Property.</li> <li>Being part of CES Working Groups or Project Teams that will have direct or indirect impact on tenants.</li> <li>Seizing opportunities to build Crown Estate Scotland's reputation for delivery through positive tenant engagement, ensuring any tenant and customer concerns are dealt with in a timely and professional manner.</li> <li>Providing regular feedback and management information on tenant liaison and activity.</li> <li>Advising and supporting the Executive Team and Board on tenant engagement initiatives, tenant visits and tenant feedback on CES's in their communities.</li></ul>Key responsibilities <ul> <li>Supporting the property team in all aspects of tenant engagement to improve the tenants experience and keep tenant satisfaction rates high.</li> <li>Identifying and developing new tenant engagement platforms to ensure the tenant base is always engaged and kept informed as appropriate.</li> <li>Actively supporting the overall delivery of CES's Corporate and Business Plans to provide an excellent, innovative and truly customer focused (property) service.</li> <li>Positively promoting CES's values; constructively challenging traditional ways of working, contrary behaviour or comments.</li> <li>Ensuring feedback is actively sought in order to inform service improvement for tenants and develop more efficient and effective ways of working.</li> <li>Ensuring compliance with CES's policies and procedures.</li> <li>Supporting the development, review and implementation of CES policies and procedures in particular: -</li></ul>Health, safety and welfare initiatives. - Principles on Equality, Diversity and Inclusion - Risk management initiatives - Performance management practices • Utilising ICT technology and systems effectively by developing appropriate skills, adopting efficient business processes, and maintaining data securely and accurately. • Working collaboratively with Asset Teams and Managing Agents. • Acting with high levels of discretion and demonstrating emotional intelligence in resolving or deciding where to escalate any areas of concern along with suitable solutions. The above list of responsibilities is not exhaustive, and the post holder may be required to undertake other responsibilities and training as requested by their line manager, appropriate to the grade. Further, the holder of the post will be expected to work flexibly across all the dimensions of the corporate plan. The contractual working location of this role is our Edinburgh or Glenlivet office. We believe work is something you do, not a place you go to, and we are committed to supporting employees to work flexibly and in a way that suits their role and preferences. The salary will be £46,934 with potential for future progression and annual cost of living rises. The maximum salary for this role is currently £54,489. The role also benefits from 25 days' annual leave, plus 11.5 of public/ privilege days. Crown Estate Scotland encourage flexible working and operate a discretionary flexi-time scheme. This role offers participation in the Civil Service pension scheme. About You You should: <ul> <li>Be educated to undergraduate degree level or equivalent in a subject relevant to Crown Estate Scotland's business areas and/or customer engagement or tenant liaison.</li> <li>Have experience and knowledge of commercial estate, property or rural management, ideally with emphasis or expertise in one or more of Crown Estate Scotland's business sectors.</li> <li>Have experience of working with communities, particularly those most relevant to the Scottish Crown Estate such as rural land use, commercial and residential property, river salmon fishing, coastal or maritime.</li> <li>Have experience of liaising with tenants and stakeholders.</li> <li>Be able to manage and administer tenant satisfaction monitoring.</li> <li>Have experience of producing progress and performance reports.</li> <li>Have awareness of terrestrial and/or offshore planning, development, policy and legal contexts.</li> <li>Be a competent user of Microsoft Office suite.</li></ul>You will have the following qualities, which are key to success in this role: <ul> <li>Excellent interpersonal skills, to deal sensitively, calmly and professionally with dissatisfied tenants.</li> <li>Articulate and highly developed communication skills, with political acumen and awareness.</li> <li>Ability to build effective relationships.</li> <li>The very highest levels of integrity, able to discern and deliver activities that demonstrate Crown Estate Scotland's corporate values.</li> <li>Ability to work well under pressure and to deliver to tight deadlines.</li> <li>Excellent attention to detail.</li> <li>Self-starter able to work under own initiative as well as part of a team.</li> <li>Capable of thriving in complex management and interacting structures.</li> <li>Self-aware and confident, capable of identifying opportunities or ideas and managing them through to their completion or handover to other staff.</li> <li>Service-oriented and able to demonstrate a strong customer service and delivery, internally and externally</li> <li>Be able to act in a confidential manner when dealing with all of Crown Estate Scotland activities.</li></ul>About us We manage property - including buildings, land, coastline and seabed - on behalf of people of Scotland. Our purpose is to invest in property, natural resources and people to generate lasting value for Scotland. Our profits go to Scottish public spending. We work in a way that: <ul> <li>Generates prosperity and value for all of Scotland;</li> <li>Supports the growth of sustainable business and industry in Scottish seas and on the coast;</li> <li>Makes places better for those who live, work and visit there;</li> <li>Promotes sustainable ways of producing energy, food, and other products; and</li> <li>Creates opportunities for people to use and benefit from the Scottish Crown Estate.</li></ul>Our values of Integrity, Excellence, Collaboration and Commercialism help us to put our purpose into practice. They shape how we work, underpin our actions, and help to make Crown Estate Scotland a great place to work. By joining the Crown Estate Scotland team, you'll be surrounded by dedicated and talented individuals who are passionate about what they do, giving you the opportunity to learn and develop. You'll be working alongside like-minded individuals who are working towards achieving the shared goal of making Scotland a better place. Crown Estate Scotland is committed to diversity and inclusion, and we encourage applications from people from all backgrounds. We want to ensure every candidate has a positive experience and can most effectively demonstrate their suitability for the role they are applying for. Please tell us if there are any reasonable adjustments we can make to help you in your application or with our recruitment and selection process. We welcome requests to work on a job share basis. The benefits Competitive salaries Access to the Civil Service pension scheme Wellbeing and employee assistance Team-working based on friendliness and respect Flexible, family-friendly policies Generous annual leave and public holiday entitlement

Tenant Liaison Manager

Job Description Following an exciting development in our team, The Guinness Partnership is recruiting for two Customer Account Advisors on a full-time, (35 hours), 12-month fixed-term contracts. About the role Our Customer Account Advisors assist our customers, some of whom are in vulnerable situations, with a range of queries relating to rent accounts via various contact channels such as telephone, web chat and emails. Our aim is to resolve all our contact at first point, whilst providing an amazing customer journey. The Customer Accounts team work on a rotational shift pattern covering our core operational hours of 8:00am-8:00pm and offers hybrid working opportunities. The money our customers pay to us in rent or services is what we use to continue building even more homes for people that need them. That's why our Rent, Service Charge and Customer Accounts Team is so important to our success - because they help to protect our income and ensure that we can fulfil our social purpose. The team is part of the Customer Service directorate based out of our office in Oldham and contact with customers is predominately over the phone. Our main purpose is to prevent customers getting into debt and ensure they maintain a healthy account balance. This involves working with new customers to set up monthly direct debits, proactively contacting customers when they have missed a payment, setting up plans to reduce arrears and giving tips and guidance about managing income and avoiding missed payments in the future. What we're looking for Our Customer Accounts Advisors come from a variety of different employment backgrounds, so we know that experience in housing or collections isn't essential. We know that to succeed in this role, you need to be dynamic, enthusiastic, and target-driven with a passion for negotiation. Skills /Experience Essential: <ul> <li>Proven experience of providing excellent customer service. </li> <li>Proven experience of debt prevention, collection, and recovery. </li> <li>Proven ability to work methodically, follow agreed procedures, and accurately record data and information. </li> <li>Previous experience in a target-driven environment.</li> <li>Good oral and written communications. </li> <li>Good knowledge of Microsoft Office. </li> <li>Demonstrate the Guinness Behaviours</li></ul>You will be a talented communicator with the ability to handle challenging conversations while delivering a great service. You will find working to targets exciting and motivating. As part of our application process and if you are shortlisted to the first phase, you will be required to complete a short video where you will be asked to answer two questions. A link for this exercise will be sent to you following shortlisting. If you are interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and to ensure you meet the essential criteria. REEDTGP TJTGP About Us The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Customer Accounts Advisor

Vacancy Summary Employer: Waverley Borough Council Salary: Salary range £38,150 to £40,988 per annum Location: Surrey - with hybrid working Contract: Permanent Working Pattern: Full Time Hours: 37 hours per week. DBS Check: No Closing Date: 22/09/2025 at 09:00 Reference: HCE/25/321607 Vacancy Description Have you previously worked in a role where engaging directly with tenants or community members was central to your responsibilities? Are you familiar with the regulatory and legislative requirements around tenant involvement in social housing or local government? Do you have experience planning and delivering engagement events or campaigns aimed at improving services and communication with service users? As someone with experience in social housing tenant participation, you have a strong understanding of housing legislation, regulatory requirements, and best practices, ideally gained within a local authority environment. As a skilled communicator, you excel at building meaningful relationships and influencing a diverse range of stakeholders and tenants to engage effectively. As a highly organised individual, you are capable of managing multiple priorities, planning and delivering tenant engagement events, and working both independently and collaboratively to achieve results. Hybrid This post is a full-time role. However, all applications will be considered. For an informal discussion about the post, please contact <a href="mailto:hr@waverley.gov.uk" target="_blank">hr@waverley.gov.uk</a> We do not accept CVs without a completed application form. Strictly no agencies please. Closing date for applications: 9:00am on Monday 22nd September 2025 Interview date: Monday 29th September (to be confirmed) About us - In return for your valued contribution, we can offer you a competitive benefits package which includes hybrid working and agile working policies, training and development opportunities, generous annual leave and flexi time, free onsite parking, an employee assistance scheme and membership of the Local Government Pension Scheme. You can find out more about working at Waverley and our benefits by visiting - Working at Waverley Borough Council | Waverley Borough Council The district is home to many different people, and we want our workforce to reflect our diverse local communities. We encourage and welcome applications from people of all backgrounds and experiences - we are a Disability Confident employer and appoint on merit. You can find out more about this scheme and check your eligibility here We are proud to have signed the Armed Forces Covenant and welcome applications from serving or ex-members of the armed forces and their partners. We offer an interview scheme for serving and ex-military forces members when they meet the essential criteria for the role. You can find out more about this scheme and check your eligibility here Please note we do not accept applications after the stated closing time and right to work in the UK will be checked as part of the interview process. How to apply To apply for this vacancy, click the "Apply Online" link. If you are not already on Waverley Borough Council's website for this vacancy, you will be redirected to our website's jobs page. Either click "Apply Online" at the bottom of this page, or at the top left hand side under Waverley Borough Council click either the "Log in" button (if you are already registered) or the "Register" button. You will be redirected to the JobsGoPublic system, which manages our online recruitment process. Once you have registered with JobsGoPublic (which is free to use) you can log in to your application at any time and keep track of where you are in the recruitment process. If you are unable to use this service or would like assistance, please contact us via <a href="mailto:hr@waverley.gov.uk" target="_blank">hr@waverley.gov.uk</a> or call the Human Resources team on 01483 523388.

3 Tenant services Full Time Jobs