Housing Officer, Customer Service​/HelpDesk

Location: Morden

Housing Officer

Pay: £23.30 Umbrella / £18.39 PAYE

Location:

Morden, London (SM4 5BE
)
Working Pattern:
Hybrid (3 days office/site, 2 days home working)

The Role

We're looking for a customer-focused Housing Officer to provide an excellent housing management and resident support service. Instead, you'll act as a key point of contact for residents, helping to resolve issues, support vulnerable customers, and ensure services are delivered effectively.

This is a varied and rewarding position where no two days are the same. One day you may be carrying out tenancy sign-ups and needs assessments, while the next you could be resolving complaints, supporting residents affected by service disruptions, coordinating with internal teams, or delivering community engagement events.

Key Responsibilities

Support residents with tenancy, housing, and neighbourhood-related enquiries.
Carry out sign-ups, resident onboarding, and customer needs assessments.
Assist with property handovers and regeneration projects.
Manage and resolve customer complaints and complex cases.
Provide practical support to vulnerable residents and signpost to relevant services.
Coordinate responses between housing, repairs, customer service, and neighbourhood teams.
Keep residents informed during service disruptions and improvement works.
Organise and attend resident meetings, estate visits, and community events.
Build positive relationships with residents and other stakeholders.
Maintain accurate records and ensure excellent customer service standards are met.

About You

Experience in a Housing Officer, Tenancy Officer, Resident Liaison Officer, Neighbourhood Officer, or similar role.
Strong customer service and complaint-handling skills.
Experience supporting vulnerable customers and managing sensitive situations.
Excellent communication and relationship-building abilities.
Organised, proactive, and able to manage a varied caseload.
Committed to delivering positive outcomes for residents and communities.

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