Housing and Support Assistant

YMCA West London; Hanwell; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Free gym access across sites

Discounts from major retailers and gro

Free well-being and counselling

Range of outer London locations

Career development programmes

Enhanced maternity pay

Life Assurance

Job summary

YMCA St Paul’s Group seeks a front-facing Housing & Support receptionist to deliver excellent customer service to residents and visitors at our London sites.

You will handle reception tasks, take calls, manage mail and payments, and help coordinate repairs while maintaining building safety and welcoming new residents and Health & Wellbeing members.

Qualifications

• Experience in customer service or front desk roles.
• Excellent communication and listening skills.
• Ability to manage inquiries and provide holistic information.
• Willingness to participate in safety duties (first aid, fire marshal).

Responsibilities

• Serve as first point of contact for residents and visitors.
• Provide high-quality customer service and information.
• Handle reception duties, telephone, mail, repairs coordination, and payments.
• Act as first aider and fire marshal during emergencies.
• Conduct wellbeing and facilities checks.
• Welcome new residents and Health & Wellbeing members.

Skills

Customer service

Reception duties

First aid

Fire marshal

Health and safety

Tools

Telephone systems

Mail handling

Payments processing

Building security

Job description

The following content displays a map of the jobs location - Hanwell

YMCA St Paul’s Group (SPG) is a charity and registered housing provider whose mission is to be an inclusive Christian Association transforming communities so that all young people can belong, contribute and thrive. As a member of the wider YMCA Federation, our vision is of places where young people thrive and communities flourish.

As one of the largest YMCAs in Europe and one of the largest providers of supported housing in London, we provide supported housing services, health and wellbeing services, education and training services through its health and wellbeing centres, children, youth and family programmes, including nurseries, after school clubs and soft play centres.

Being part of YMCA St Paul’s Group means not only working for a great London based charity that has supported young people and communities for over 150 years but also being part of a national association and global movement.

We are one of the UK’s Top 100 Best Workplaces™ 2026 and have also been recognised as one of the UK’s Top 100 Best Workplaces for Development™ 2026.

About the role:

You will assist the Housing and Support team in delivering high-quality housing and support to our residents. In this role, you'll frequently serve as the first point of contact for our residents and visitors, addressing a wide range of inquiries and providing comprehensive information and holistic advice . You will deliver a consistent, top-tier customer service experience for everyone you engage with, especially our residents and their support network. Your role will be wonderfully divers with varied responsibilities such as; reception duties, first aid, fire marshal, health and safety, as well as being the face of YMCA St Paul’s Group to welcome new residents and Health & Wellbeing members.

As the first point of contact for our valued residents and visitors, you'll play a pivotal role in our mission to deliver top-notch housing and support . You'll tackle a diverse range of responsibilities, making every day exciting and fulfilling:

Deliver Outstanding Customer Service:

You will be at the forefront of providing a consistently high-quality customer service experience. Your interactions will leave a lasting impression on everyone you encounter, especially our residents and their support network .

Versatility at its Best:

This role is anything but monotonous. In addition to typical reception duties such as managing telephone services, handling mail, overseeing repairs, and processing payments, you'll also play a vital role in maintaining the safety of our building .

Safety and Security:

You'll be designated as the first aider and fire marshal, entrusted with ensuring the safety and well-being of our residents during emergencies. Regular patrols, including Wellbeing and Facilities checks, will be part of your shift, contributing to our community's safety and comfort .

Welcoming and Listening:

This role will often be the first point of contact; you may receive new residents, address complaints, handle reports of anti-social behaviour, or lend a compassionate ear to residents and the public. Your ability to identify and report concerns or issues as appropriate will be invaluable.

Joining our team means becoming part of a friendly and supportive group of experienced housing advisors. Where your expertise and passion will shine as you play a vital role in making a difference in the lives of our residents and visitors . Your multifaceted responsibilities will keep you engaged, and your dedication to delivering high-quality service will be a source of pride and accomplishment .

What we offer:

At YMCA St Paul’s Group, we prioritise improving diversity and inclusion in the workplace and our services. We value your authenticity and unique voice and encourage you to share your opinions.You will have the opportunity to be a catalyst for change by actively participating in our Employee Resource Groups.

You can learn, grow, and reach your full potential as a team member. We are committed to your development and will support your personal growth journey.Our comprehensive learning and development programme includes training, qualifications, and on-the-job experience, ensuring that you have the skills necessary for your role while offering continuous development and advancement opportunities.

In addition, you will have access to a range of benefits which will support you in mind, body, and spirit, which include:

• Free gym access across our sites.
• Discounts from major retailers and supermarkets.
• Free access to well-being and counselling services.
• The ability to work from a range of outer London work locations.
• Career development programmes to help you thrive.
• Family-friendly policies to help you balance work-life, including enhanced maternity pay.
• Life Assurance (permanent contracts only).

We are unable to provide visa sponsorship and can only accept applications from individuals who already have the right to work in the UK.

As this role involves working with vulnerable members of society including regulated activity, a Basic, Standard or Enhanced Criminal Disclosure will be required following a conditional offer. We are making people aware of this because with Enhanced disclosures, spent convictions may appear. However, if you were appointed, we will consider all circumstances before making a final decision.

Previous applications: If you have applied for a similar role within the last six months and were unsuccessful, we encourage you to consider whether your experience has developed further before reapplying.

Accessibility & adjustments: We are committed to making reasonable adjustments throughout the recruitment process. Please let us know in advance if you require any support to participate fully.

At YMCA St Paul’s Group, we actively promote equality of opportunity and are committed to creating an inclusive environment where everyone is treated with dignity and respect. We welcome applications from all backgrounds, communities, and industries, and value the diverse skills, experiences, and perspectives that make our workforce stronger.

The successful candidate will be expected to uphold and work in accordance with the Christian ethos and values of the YMCA.