Resident Services Officer

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

Job Description

As a Resident Services Officer you will provide front-line support across housing and neighbourhood services, ensuring residents receive timely, high-quality assistance through face-to-face, phone, email, and virtual channels, while upholding the Council’s values and working collaboratively with internal teams.

Working Style

In this role, you’ll be based in the Borough five days a week, playing a key front-line role in serving the local community. Whether you're supporting residents face-to-face at reception, handling tenancy queries, or coordinating essential services like mutual exchanges and Right to Buy applications, you’ll be part of a dedicated team committed to delivering responsive, respectful and high-quality support. This is a varied and people-focused role where your ability to listen, act with empathy, and work collaboratively will help ensure residents feel heard, supported and connected to the services they need.

What You'll Be Doing

As a Resident Services Officer, you’ll be at the heart of neighbourhood housing services, providing a welcoming and responsive first point of contact for residents. Whether face-to-face at reception, over the phone, or via email, your role is to ensure that every resident receives a high standard of service with empathy, efficiency and professionalism. You’ll support a wide range of housing management functions from mutual exchanges and tenancy visits to Right to Buy applications, ensuring that residents are guided through processes clearly and confidently. Day-to-day, you can expect a varied workload. You’ll manage reception services, triage enquiries, coordinate estate inspections, estate parking queries and support tenancy sign-ups. You’ll also handle administrative tasks such as processing post, managing CRM queues, and preparing data for subject access or court requests. Your role will involve close collaboration with Neighbourhood Management teams, helping to monitor performance, elevate issues, and support new starters. You’ll also play a key role in maintaining estate information, managing parking queries, and ensuring compliance with safety and housing standards. This is a role for someone who thrives in a fast-paced, resident-facing environment and is passionate about delivering services that reflect the Council’s values of respect, integrity, and community focus. You’ll be part of a team that works together to make a real difference in the lives of local residents, ensuring they feel heard, supported, and connected to the services they need.

What You'll Bring

The ideal candidate for the Resident Services Officer role will have a strong foundation in customer service and administrative support, ideally within a housing or public service environment. They should be confident working independently as well as collaboratively within a team. A proactive attitude, attention to detail, and the ability to manage competing priorities in a fast-paced setting are essential. Key skills include excellent written and verbal communication, proficiency in using technology, and the ability to maintain confidentiality. Candidates should be approachable, adaptable to change, and capable of supporting and maintaining administrative systems. Experience in minute-taking, handling enquiries, and delivering services with empathy and professionalism is highly valued. The role also requires a commitment to the Council’s values, putting communities first, respect, integrity, and working together and an understanding of equal opportunities and inclusive service delivery.

About Us

The Neighbourhood Management team plays a vital role in delivering frontline housing services across the Royal Borough of Kensington and Chelsea. As part of Housing Management Services, the team is responsible for ensuring that residents receive high-quality, responsive support in all aspects of their tenancy and neighbourhood experience. This includes managing reception services, coordinating tenancy processes such as mutual exchanges and Right to Buy applications, and handling enquiries with empathy and efficiency. The team acts as a bridge between residents and the wider Council, ensuring that queries are triaged effectively and services are delivered in line with the Council’s values of respect, integrity, and community focus. The importance of this service lies in its direct impact on residents’ daily lives. By maintaining clear communication, prompt service delivery, and collaborative working across departments, the team helps foster trust and satisfaction within the community. Their work supports tenancy sustainment, estate safety, and access to essential services, contributing to the overall wellbeing of residents and the smooth operation of housing across the Borough. In doing so, the team embodies the Council’s commitment to putting communities first and ensuring that every resident feels heard, respected and supported.

Interview Requirements

Interviews will be conducted in person only on the 8 th October 2026

Ready to join us?

We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range. Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.