Resident Services Officer

Resident Services Officer

We are seeking a dedicated and customer-focused Resident Services Officer to join our client's Housing Management team. This role is key to ensuring a seamless, high-quality service for residents, handling a wide range of tenancy-related enquiries and administrative processes with efficiency and professionalism.

The role involves delivering outstanding customer service across multiple channels, including face-to-face, telephone, email, and virtual communication. As the first point of contact, you will assist residents with tenancy queries, mutual exchanges, Right to Buy applications, and general housing matters, ensuring timely resolutions and a positive customer experience.

A crucial aspect of the role is managing administrative processes, including coordinating and minuting meetings, scheduling estate inspections, processing tenancy agreements, and maintaining accurate records. You will work closely with internal teams to ensure that housing management functions run smoothly, supporting estate services, neighbourhood management teams, and compliance-related tasks such as fire risk assessments and gas safety compliance.

You will be responsible for managing reception services at housing offices, assisting residents with accessing services, processing incoming correspondence, and allocating enquiries to the appropriate teams. The role also involves handling subject access requests, freedom of information requests, and complaints, ensuring that statutory deadlines are met.

This is a fast-paced role requiring strong organisational skills, attention to detail, and the ability to work independently while contributing to a team. The ideal candidate will have experience in customer service, housing administration, or a similar environment, with excellent communication skills and proficiency in IT systems. A GCSE pass in English and Maths (or equivalent qualifications) is required.

If you have a passion for delivering exceptional service, thrive in a busy environment, and want to make a meaningful impact on residents' lives, we would love to hear from you.