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
