Resident Services Officer

Resident Services Officer

Contract:

9-month Fixed-Term Contract
Salary: £44,110 per annum (pro rata)

Location:

SE26 on patch role (fully onsite)
The Resident Services Officer provides high-quality housing management services across designated estates. You will support residents, manage tenancies, respond to issues, and work collaboratively with partner agencies to help maintain safe, well-managed communities.

Key Responsibilities

Tenancy Estate Management

Investigate and resolve tenancy or lease breaches, maintaining accurate records.
Complete tenancy audits and take appropriate action regarding suspected tenancy fraud or unlawful subletting.
Work with colleagues to manage void properties, including inspections, viewings and sign-ups.

Anti-Social Behaviours Disputes

Investigate and manage anti-social behaviour, nuisance complaints and neighbour disputes.
Ensure cases are managed professionally and in line with internal procedures.

Resident Engagement Support

Build positive relationships with residents, supporting resident involvement activities.
Identify safeguarding and support needs, making referrals to partner agencies when necessary.

Customer Service Communication

Provide high-quality responses to complaints and enquiries within agreed timescales.
Produce clear and accurate letters, reports, and other written communications

Other Responsibilities

Promote and apply good health and safety practice.
Uphold equality, diversity and inclusion principles.
Support budget monitoring and report variances where required.
Undertake any additional duties appropriate to the grade.

Required Skills &

Qualifications:

Strong Housing Management experience needed
Strong understanding of housing law and regulation, with practical experience.
Experience handling complex enquiries from residents and partners.
Excellent customer service and conflict-resolution skills.
Experience working to KPIs in a performance-driven environment.
Knowledge of safeguarding principles and experience applying them.
Experience managing ASB cases effectively.
Experience supporting resident involvement activities.
Ability to produce professional written materials.
Strong time-management and ability to work independently.
Understanding of confidentiality and data protection.
Ability to engage sensitively with diverse resident needs.

Experience with budgets and purchasing processes.
Ability to work flexibly across sites using mobile technology, including lone working.

To apply for the Resident Services Officer position, please submit your CV detailing your relevant experience