Resident Support Officer (Decants)

A2Dominion; Staines-upon-Thames; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days holiday (Plus Bank Holidays)

Pension up to 8%

Annual health allowance up to £300

Job summary

A2Dominion is seeking a Decant Officer to guide residents through decant journeys, coordinate support, and ensure empathy and respect throughout the process.

You will spend time in communities, visit residents, attend meetings, and build relationships with colleagues and partners across the portfolio. A full UK driving licence and access to a vehicle are essential; a Basic DBS check is required.

Qualifications

• Experience managing complex customer or housing-related cases.
• Excellent communication and relationship-building skills.
• Ability to work independently and manage competing priorities.
• Strong organisational skills with attention to detail.
• Empathy and ability to support vulnerable residents.
• Knowledge of case recording and IT systems.

Responsibilities

• Managing residents decant journeys from initial contact through to a successful move and return home.
• Acting as the main point of contact for residents, providing advice, reassurance and regular communication throughout the process.
• Managing a varied caseload, ensuring milestones, deadlines and project requirements are met.
• Supporting vulnerable residents and arranging additional assistance where required.
• Working collaboratively with internal teams, contractors and external agencies to coordinate successful moves.
• Resolving issues, concerns and complaints professionally and compassionately.
• Maintaining accurate records and applying policies, procedures and professional judgement to complex situations.

Skills

Resident support

Case management

Communication skills

Organisational skills

Problem solving

Driving licence

Job description

Help residents navigate change with confidence.A temporary move can be stressful.Whether it's because of major repairs, building safety works or regeneration projects, being asked to leave your home, even for a short period, can be unsettling. That's where you come in…

As a

Decant Officer, you'll be the trusted person guiding residents through every step of the process.You'll help people understand what's happening, coordinate the support they need, and ensure they're treated with empathy, dignity and respect throughout their journey.

This is a role where organisation, problem-solving and people skills come together. You'll work closely with colleagues across Repairs, Neighbourhoods, Legal and Finance to coordinate successful decants and find practical solutions when challenges arise. You'll spend time out in our communities, visiting residents in their homes, attending key meetings and building relationships with colleagues and partners across our portfolio.

A full UK driving licence and access to a vehicle are essential, as regular travel forms a key part of this role.

No two days are the same, but every day you'll play a vital role in helping residents navigate change with confidence.You'll balance the needs of residents with programme deadlines, operational requirements and business priorities, making this an excellent opportunity for someone who enjoys taking ownership and delivering positive outcomes.

A Basic DBS check is required for this role.

Please refer to the attached Role Profile for full responsibilities and deliverables.

What you’ll be doing

• Managing residents decant journeys from initial contact through to a successful move and return home
• Acting as the main point of contact for residents, providing advice, reassurance and regular communication throughout the process
• Managing a varied caseload, ensuring milestones, deadlines and project requirements are met
• Supporting vulnerable residents and arranging additional assistance where required
• Working collaboratively with internal teams, contractors and external agencies to coordinate successful moves
• Resolving issues, concerns and complaints professionally and compassionately
• Maintaining accurate records and applying policies, procedures and professional judgement to complex situations

What we’re looking for

We're looking for someone who genuinely enjoys helping people and can remain calm and organised when managing complex situations.You'll be confident working independently, making decisions, balancing competing priorities and building effective relationships with residents and stakeholders alike.

You’ll also have:

• Experience managing complex customer or housing-related cases
• Strong communication, negotiation and relationship-building skills
• Experience working collaboratively with a range of internal and external stakeholders
• Excellent organisational skills, with the ability to manage competing priorities and deadlines
• The ability to work independently and make informed decisions using sound judgement
• Experience supporting vulnerable residents or customers with additional needs
• High levels of accuracy and attention to detail, with experience maintaining comprehensive case records and IT systems
• A full UK driving licence and access to a vehicle

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

• 25days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Allpermanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family

Inclusion at A2Dominion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds.Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the essential criteria.

Reasonable adjustments are available throughout the process just contact our Resourcing Team at [e-mail]

We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply or get in touch with us to talk it through.

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Kate Jacobs. We reserve the right to close upon successful appointment of the right candidate.