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.