Frontline Housing & Resident Services Advisor

Royal-Borough-of-Kensington-and-Chelsea; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

The Neighbourhood Management team at the Royal Borough of Kensington and Chelsea seeks a Resident Services Officer to provide frontline support across housing and neighbourhood services. You’ll handle face-to-face, phone, email and virtual inquiries, ensuring residents receive high-quality service with empathy and professionalism.

You’ll support a range of housing management tasks, including mutual exchanges, tenancy visits and Right to Buy applications, while collaborating with internal teams

Qualifications

• Strong customer service and administrative support background.
• Ability to listen, act with empathy and work collaboratively.
• Proactive, detail-oriented, and able to manage competing priorities.

Responsibilities

• Greet residents and respond to enquiries across channels with empathy and professionalism.
• Coordinate tenancy processes such as mutual exchanges and Right to Buy applications.
• Manage reception services, triage enquiries, and support tenancy sign-ups.
• Collaborate with Neighbourhood Management to monitor performance and support new starters.

Skills

Customer service

Administrative support

Empathy

Communication

Minute-taking

Confidentiality

Equality and inclusion

Tools

CRM software

Job description

The Neighbourhood Management team at the Royal Borough of Kensington and Chelsea seeks a Resident Services Officer to provide frontline support across housing and neighbourhood services. You’ll handle face-to-face, phone, email and virtual inquiries, ensuring residents receive high-quality service with empathy and professionalism.

You’ll support a range of housing management tasks, including mutual exchanges, tenancy visits and Right to Buy applications, while collaborating with internal teams