Resident Services Officer

PURPOSE OF THIS POSITION-

The Resident Services Officer is the primary point of contact for residents and plays a key role in delivering a positive, responsive, and resident-focused service.-

The postholder will build and-maintain-effective relationships with residents, ensuring enquiries, concerns, and service requests are responded to promptly and professionally. They will-identify-emerging support needs, tenancy risks, and safeguarding concerns at an early stage and coordinate-appropriate responses-across Support Services and Intensive Housing Management.-

The Resident Services Officer will act as the coordinator of the resident journey,-maintaining-regular contact with residents, ensuring actions are followed through, and supporting effective communication between residents and internal teams.

The role focuses on early intervention, problem-solving, tenancy sustainment, customer experience, and ensuring residents can easily access the services they need.-

RESPONSIBILITIES & ACCOUNTABILITIES-

Resident Engagement and First Contact Resolution-

Act as the main front-facing contact for residents, visitors,-applicants-and stakeholders, providing a professional,-welcoming-and responsive service.-

Build positive, trauma-informed relationships with residents.-

Respond to enquiries across face-to-face, phone,-email-and digital channels.-

Resolve routine enquiries at first contact wherever possible.-

Provide-clear guidance on housing, tenancy matters, repairs, resident-services-and organisational procedures.-

Keep residents updated on requests, incidents,-complaints-and service issues.-

Promote resident involvement opportunities and encourage feedback.-

Triage, Coordination and Case Management-

Provide effective triage and coordination to ensure resident issues are-identified-early,-allocated-clearly-and followed through.-

Assess enquiries and-identify-the most-appropriate response-pathway.-

Identify-tenancy risks, support needs, safeguarding concerns, ASB, arrears and property-related issues.-

Coordinate actions across internal teams and ensure clear ownership.-

Track outstanding resident issues and follow-up actions.-

Escalate concerns where risks, delays or unresolved issues are-identified.-

Participate in case coordination meetings and escalation processes as-required.-

Tenancy Sustainment and Early Intervention-

Support residents to sustain their tenancies by-identifying-risks early and helping them access the right support at the right time.-

Maintain proactive contact with residents where concerns or risks have been-identified.-

Encourage engagement with support services, move-on-planning-and tenancy-related actions.-

Monitor tenancy risk indicators and escalate concerns appropriately.-

Customer Experience and Complaints-

Contribute to a positive resident experience by responding to concerns professionally and using feedback to improve services.-

Record, investigate and respond to service requests, compliments,-concerns-and complaints in line with procedures.-

Maintain-accurate-records of customer contact, actions taken and outcomes.-

Identify-trends and recurring issues affecting residents.-

Work with residents and colleagues to improve service quality and resident experience.-

Administration and Information Management-

Maintain-accurate-records and support effective service coordination through strong administration and information management.-

Keep electronic records and case notes-accurate,-timely-and up to date.-

Record resident contacts, actions, tenancy risk-indicators-and service plans appropriately.-

Produce reports and performance information as-required.-

Maintain confidentiality and-comply with-data protection requirements.-

Support the administration of resident communications,-appointments-and service-related documentation.-

Reception, Building Management and Health and Safety-

Support the safe and effective running of the building, ensuring residents, visitors and colleagues are welcomed and protected.-

Provide a professional reception and visitor management service where-required.-

Monitor building access and follow security procedures.-

Support key management and visitor sign-in processes.-

Monitor CCTV and report concerns in line with policy.-

Complete health and safety checks and report hazards or defects promptly.-

Act as a Fire Warden and support emergency evacuation procedures.-

Report safeguarding concerns in line with organisational policy.-

Partnership Working-

Work collaboratively with internal teams and external partners to deliver joined-up, resident-focused outcomes.-

Build effective relationships with internal teams, external agencies,-contractors-and partners.-

Work closely with Support Services and Intensive Housing Management to support positive resident outcomes.-

Participate in team meetings, service improvement activity,-training-and organisational events.-

PERSON SPECIFICATION-

Ideal attributes for meeting the needs of position and being an effective member of the wider Your Place team.

This role is ideal for someone who:

Wants to make a difference and feels motivated by supporting people affected by homelessness and exclusion.-

Is compassionate,-respectful-and non-judgemental, with a commitment to dignity and person-centred support.-

Is self-sufficient and organised, able to use initiative while knowing when to ask for help.-

Is flexible and reliable, able to work across teams at short notice to meet service needs.-

Communicates clearly and can-maintain-professional boundaries.-

Essential (we will train you)-

• A genuine interest in helping vulnerable adults to make positive changes and sustain progress.-

• Willingness to work shifts including evenings and weekends as part of a rota.-

• Basic IT confidence (e.g., email, Microsoft Office) and willingness to learn our systems.-

• Ability to remain calm in a busy environment and respond appropriately to challenges.-

• Alignment with The Your Place Way values: Growth, Inclusion, Collaboration and Compassion.-

Desirable

• Experience in any customer-facing role where you supported people or solved problems.-

• Experience paid or voluntary in homelessness, supported housing, mental health, substance misuse, or community settings.-

• Interest in progressing into a Support Worker role in the future.-

Development & progression-

This role is designed to help you gain experience in a supportive, values-led environment. Where-appropriate-and under close supervision, you may have opportunities to develop skills in support work and take on-additional-responsibilities over time.-

Pre-employment checks-

Appointment is subject to an enhanced DBS check, satisfactory-references-and the right to work in the-UK..