Resident Services Officer

The Royal Borough of Kensington & Chelsea Council; London; On-site; GBP 24,000 - 36,000; Full time

Job summary

A local council is seeking a Resident Services Officer to provide frontline support in housing services. This role involves managing enquiries, assisting residents in housing processes, and ensuring high-quality service delivery. The ideal candidate will have experience in customer service and strong administrative skills. This is a fixed-term position until January 2027, requiring an Enhanced DBS check.

Qualifications

• Strong foundation in customer service and administrative support.
• Proficiency in using technology and excellent communication skills.
• Experience in minute-taking and handling enquiries.

Responsibilities

• Provide front-line support across housing and neighbourhood services.
• Manage reception services and coordinate estate inspections.
• Handle administrative tasks such as managing CRM queues.

Job description

Overview

Be the face of frontline support-connecting communities with quality housing services. Fixed Term Contract until January 2027.

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.

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.

• Manage reception services, triage enquiries, coordinate estate inspections, estate parking queries and support tenancy sign-ups.
• Handle administrative tasks such as processing post, managing CRM queues, and preparing data for subject access or court requests.
• Collaborate with Neighbourhood Management teams, helping to monitor performance, escalate issues, and support new starters.
• Maintain estate information, manage parking queries, and ensure 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.

For further information on the role, please take a look at the Job Description and Person Specification.

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.

• Excellent written and verbal communication, proficiency in using technology, and the ability to maintain confidentiality.
• 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.
• 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 and Position Requirements

This is a Fixed Term Contract position until January 2027.

This role requires an Enhanced DBS check.

Interviews will be conducted in person only, during week commencing 13th October 2025.

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're all in - are you? If you share our values and have the skills to contribute, we'd love to hear from you.

Please apply online explaining how you meet the requirements set out in the person specification and job description.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

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.