Housing and Support Officer

YMCA West London; Hanwell; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Free gym access across our sites.

Retail discounts

Well-being and counselling services

Outer London work locations

Career development programmes

Family-friendly policies

Life Assurance

Job summary

YMCA St Paul’s Group is seeking a Housing Advisor to deliver exceptional housing and support services to residents. You will be the frontline contact for residents and visitors, providing information and guidance, with reception, first aid, fire marshal, and health and safety duties.

Join a friendly team, benefit from development opportunities and a range of perks including gym access, discounts, and wellbeing services, plus the chance to work across outer London locations and support vulnerable

Qualifications

• Experience in frontline customer service roles is preferred.
• Reception tasks include answering calls, mail handling, and coordinating repairs.
• First aid qualification or willingness to train is required.
• Fire marshal responsibilities and safety awareness are needed.
• Knowledge of health and safety practices in housing environments.

Responsibilities

• Exceptional Customer Service: provide a consistently excellent experience to residents and visitors.
• Diverse and Dynamic Role: handle reception tasks, calls, mail, repairs, and payments while ensuring safety.
• Safety and Security: act as first aider and fire marshal, patrols, checks on wellbeing and facilities.

Skills

Customer service

Reception tasks

First aid

Fire marshal

Health and safety

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:

In your role, you will play a key part in the Housing and Support team, ensuring the delivery of exceptional housing and support services to our residents . Your position will often be the first point of interaction for both residents and visitors, where you will handle a broad spectrum of questions, providing detailed information and comprehensive guidance . Your commitment to maintaining consistently high-quality customer service will positively impact everyone you engage with, particularly our residents and their support circles . Your role will be dynamic and multifaceted, encompassing tasks such as reception duties, first aid, fire marshal responsibilities, and health and safety, as well as representing YMCA St Paul’s Group in welcoming new residents and Health & Wellbeing members .

Key Responsibilities:

Exceptional Customer Service: As the frontline representative, you'll provide a consistently excellent customer service experience. Your interactions are crucial in creating a lasting positive impact on all, especially our residents and their networks .

Diverse and Dynamic Role: Far from mundane, your role includes standard reception tasks like managing calls, handling mail, overseeing repairs, and processing payments. Additionally, you'll play a crucial role in ensuring the safety and security of our facility.

Safety and Security: Acting as the first aider and fire marshal, you'll be responsible for the safety and well-being of residents during emergencies. Your duties will include regular patrols and checks on Wellbeing and Facilities, enhancing the community's safety and comfort .

Welcoming and Attentive: Often the first contact point, your role involves welcoming new residents, addressing complaints, handling reports of anti-social behaviour, and providing empathetic support to residents and the public. Your keen ability to identify and report concerns is vital.

Collaborative Teamwork: Join our team of experienced housing advisors, where your skills and passion will contribute significantly to the lives of our residents and visitors. Your diverse responsibilities will keep you engaged and your commitment to quality service will be a source of pride.

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.