Resident Services Advisor – Frontline Housing

Hyperion Partners; Greater London; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

Hyperion Partners in South London is seeking a confident, customer-focused individual to act as first point of contact for residents in a frontline, hybrid role. You will handle a high volume of enquiries by phone and email, triage repairs and log information accurately to ensure a professional, timely service.

The successful candidate will be proactive, organised and solution-focused, with the ability to escalate complex cases and work with the wider Property Services team to maintain high

Qualifications

• Strong telephone and contact centre experience, including handling high volumes of calls.
• Experience within social housing, housing repairs, property services or a similar environment is highly desirable.
• Excellent communication and interpersonal skills.
• Experience dealing with customers, residents or tenants and understanding the customer journey.
• Experience working to SLAs and KPIs.
• Strong attention to detail and accurate record keeping.

Responsibilities

• Act as the first point of contact for residents across telephone, email and other communication channels.
• Handle high volumes of customer enquiries while maintaining a professional and empathetic approach.
• Accurately record customer contacts, enquiries and repairs on the relevant systems.
• Triage repairs and ensure enquiries are directed to the appropriate service area.
• Provide residents with clear advice regarding repairs, responsibilities, timescales and next steps.
• Resolve enquiries at first point of contact wherever possible.
• Coordinate appointments between residents, contractors and surveyors.
• Monitor outstanding repairs and follow up with contractors where required.
• Keep residents informed of repair progress, delays, appointment changes and expected completion dates.
• Manage shared inboxes and ensure enquiries are responded to within agreed timescales.
• Identify and escalation complex cases, complaints, safeguarding concerns and service failures appropriately.
• Provide support to vulnerable residents and ensure welfare or emergency concerns are escalated promptly.
• Support the wider Property Services team with administration and customer enquiries.
• Provide administrative support for Damp & Mould cases, including logging reports and ensuring they are referred to the appropriate team.
• Maintain accurate records and contribute to performance monitoring and service improvement.

Skills

Telephone handling

Customer service

Empathy

Organisation

CRM systems

Job description

Hyperion Partners in South London is seeking a confident, customer-focused individual to act as first point of contact for residents in a frontline, hybrid role. You will handle a high volume of enquiries by phone and email, triage repairs and log information accurately to ensure a professional, timely service.

The successful candidate will be proactive, organised and solution-focused, with the ability to escalate complex cases and work with the wider Property Services team to maintain high