Housing Officer, Customer Service​/HelpDesk

Pay: £23.30 Umbrella / £18.39 PAYE

Location:

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

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.

• 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.

• 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.