Resident Support Officer

Lancaster City Council; Morecambe; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Lancaster City Council’s Resident Support Officer role helps residents access financial and welfare support through the Crisis and Resilience Fund. You’ll provide empathetic guidance via phone, in person and online, record keeping, and referrals to services to safeguard vulnerable people.

We offer flexible/hybrid working, good work–life balance, and a commitment to an inclusive workplace; basic DBS clearance is required, driving licence desirable but not essential.

Qualifications

• Strong customer service skills and clear communication.
• Ability to handle sensitive information with confidentiality.
• Proficiency with Microsoft Office and basic digital tools.

Responsibilities

• Provide empathetic support to residents via phone, face-to-face and online.
• Manage applications and referrals, maintain accurate records.
• Collaborate with partners to deliver high-quality customer service and welfare support.

Skills

Customer service

Communication

Confidentiality

Microsoft Office

Tools

Microsoft Office

Job description

Job Category: Customer Support/Client Care

Make a Difference in Lancaster

Join us as a Resident Support Officer and play a vital role in helping Lancaster’s residents access crucial financial and welfare support through the Crisis and Resilience Fund. You’ll be at the heart of our community, ensuring everyone has equal opportunity to receive the help they need, while contributing to safeguarding vulnerable individuals and supporting our climate emergency priorities.

What You’ll Be Doing

You will provide professional, empathetic support to residents via phone, face-to-face and online, handling enquiries and directing people to the right services. Working closely with partners like the Citizens Advice Bureau, you’ll manage applications, offer advice referrals and maintain accurate records. Your role includes welfare checks, promoting the fund and collaborating with internal teams to deliver excellent customer service.

You’ll Fit Right In If…

You bring strong customer service skills, clear communication and attention to detail. You’re comfortable using Microsoft Office and handling sensitive information with confidentiality. You share our values of Working Together, Ambition, Pride, and Ownership and are committed to making a positive impact in the community. Basic DBS clearance is required, and while a driving licence is desirable, it is not essential.

Why Work With Us

Flexible working friendly

We welcome discussions about flexible working and may be able to offer hybrid working, a generous flexi-time scheme, and agreed working hours to support work–life balance.

Inclusive employer

We welcome applications from all parts of the community and are committed to a diverse andinclusive workplace where everyone is treated with dignity and respect.
We guarantee interviews for applicants with a disability and armed forces veterans who meet the essential criteria.

Local Government Reorganisation

The Government has confirmed that local government across Lancashire will be reorganised, with the current 15 councils being replaced by four new unitary councils covering North, South, East and West Lancashire from April 2028.
If you are successful in your application, you will initially join Lancaster City Council. However, as part of the planned transition, your employment will transfer to one of the new unitary councils from April 2028, subject to the implementation of the reorganisation and relevant employment legislation.
Throughout this period, our focus remains on delivering excellent services to our communities. By joining us now, you'll play an important role in shaping the future of local government and helping to build a strong new organisation that will serve residents for years to come.

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Job Category

Customer Support/Client Care