Frontline Housing Services Advisor

Royal Borough of Kensington and Chelsea; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

The Royal Borough of Kensington and Chelsea is seeking a Resident Services Officer to provide front-line support across housing and neighbourhood services. Based in the Borough, you will greet residents face-to-face, handle queries by phone and email, and ensure a high standard of service with empathy and professionalism.

You will coordinate housing management tasks such as mutual exchanges and Right to Buy applications, manage reception duties, triage enquiries, maintain CRM queues, and support

Qualifications

• Experience in customer service or public service environment.
• Ability to handle inquiries with empathy and professionalism.
• Proficient in administrative tasks including minute-taking and data handling.
• Experience using CRM systems to triage and manage requests.

Responsibilities

• Provide welcoming, responsive first point of contact for residents.
• Manage reception services and triage housing enquiries.
• Coordinate tenancy processes such as mutual exchanges and Right to Buy applications.
• Support data preparation for subject access or court requests.
• Collaborate with Neighbourhood Management teams to monitor performance.

Skills

Customer service

Administrative support

Communication

Empathy

Attention to detail

Teamwork

Confidentiality

Tools

CRM systems

MS Office

Job description

The Royal Borough of Kensington and Chelsea is seeking a Resident Services Officer to provide front-line support across housing and neighbourhood services. Based in the Borough, you will greet residents face-to-face, handle queries by phone and email, and ensure a high standard of service with empathy and professionalism.

You will coordinate housing management tasks such as mutual exchanges and Right to Buy applications, manage reception duties, triage enquiries, maintain CRM queues, and support