Resident Services Officer

As a Resident Services Officer, you will:

- Deliver a high-quality housing management service to tenants and homeowners, responding to queries and service requests.

- Manage a range of tenancy matters, including sign-ups, introductory tenancy visits, tenancy audits, mutual exchanges, succession, assignments and tenancy terminations.

- Investigate and resolve breaches of tenancy or lease, maintaining accurate and comprehensive case records.

- Investigate anti-social behaviour, nuisance and neighbour disputes, working with relevant agencies to achieve appropriate outcomes.

- Build positive relationships with residents and residents' groups, encouraging involvement and engagement across the estate.

- Work collaboratively with colleagues to manage void properties, including inspections, viewings and sign-ups.

- Recognise and respond appropriately to safeguarding and support needs, making referrals to partner agencies where required.

- Respond positively and professionally to complaints and Members' enquiries.

- Manage the Customer Service Officer post where applicable, providing appropriate supervision and support.

You will have a relevant professional qualification, such as a CIH qualification, or substantial professional experience in housing management, alongside a good knowledge of relevant housing law and regulation and experience of applying this within a social housing environment.

You will also have:

- Excellent customer service and problem-solving skills, with the ability to deal positively with conflict.

- Experience of managing complex enquiries involving residents and a range of internal and external stakeholders.

- Knowledge and experience of anti-social behaviour case management.

- An understanding of safeguarding principles relating to children and vulnerable adults, with experience of applying these within housing management.

- Experience of resident involvement and building positive relationships with tenants and leaseholders.

- Strong written and verbal communication skills.

- Good IT and administration skills, including experience of housing management software.

- The ability to manage competing priorities, meet deadlines and work effectively in a performance-driven environment.

- A strong understanding of data protection and confidentiality.

- The ability to work sensitively with residents with a diverse range of needs.

- Experience of managing budgets and purchasing processes.

You will need to be comfortable working flexibly across different locations, including lone working and frequent travel between sites. The role may also involve occasional evening and weekend work, for which TOIL is available.

We are looking for a Resident Services Officer to provide a high-quality, resident-focused housing management service to tenants and homeowners across our estates.

This is a varied and rewarding role where you will work closely with residents, colleagues and partner agencies to ensure tenancies and leases are effectively managed and residents understand their rights and responsibilities. You will play an important part in promoting resident involvement and ensuring residents are informed, involved and consulted on issues affecting them.

You will also support residents through a range of housing matters, including sensitive and complex cases involving anti-social behaviour, nuisance, safeguarding concerns and domestic abuse.