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