Resident Welfare Officer

Mears; England; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

Family friendly policies

Employee Assistance Programme

Pension contributions

Car allowance £3,500

Life Assurance

Learning and development opportunities

Career progression

Cycle to Work Scheme

Volunteer leave

Company sick pay

Green car scheme

Job summary

Mears Housing Management is seeking a Resident Welfare Officer to support vulnerable individuals and help them secure settled accommodation. This frontline role combines practical, administrative and pastoral duties, with safeguarding at its core and a focus on delivering service improvements.

You will manage diaries, inspect properties, arrange repairs, and maintain contact with service users through visits and calls, while coordinating referrals and move-on plans.

Qualifications

• Experience in housing, welfare or support services.
• Excellent communication with clients and colleagues.
• Ability to manage conflict and challenging situations.
• IT literacy including MS Office.
• Capable of working independently and using initiative.
• Knowledge of local housing pathways and support services.
• Strong safeguarding focus and safeguarding procedures understanding.
• Excellent time management and ability to balance priorities.

Responsibilities

• Manage your own diary and property portfolio.
• Carry out property inspections and turn around voids.
• Raise work orders for repairs and track progress.
• Balance admin with frontline support tasks.
• Maintain regular contact with service users via visits and calls.
• Encourage engagement with appointments and services.
• Support service users with health, finances, repairs and move-on.
• Assist with appointments and referrals and provide fallback support.
• Help service users find and secure accommodation.
• Arrange food parcels and access to essential resources.
• Assess needs and identify support packages for independence.
• Support vulnerable individuals including homelessness, substance use, mental health, trafficking and offending histories.
• Report safeguarding concerns and incident trends.

Skills

Experience in housing/support services

Strong communication

Conflict management

IT literacy

Independent worker

Local housing pathways knowledge

Safeguarding awareness

Time management

Driver’s license (UK)

Tools

Microsoft Office

Job description

About the Role

Mears Housing Management is seeking a Resident Welfare Officer to support the delivery of a new service designed to help vulnerable individuals avoid homelessness and transition into settled accommodation. This is a front-line role combining administrative, practical, and pastoral responsibilities. You will provide support to service users, helping them manage interim housing and access the resources they need to move forward. The role demands a balance of hands-on support and efficient case management, with a strong focus on safeguarding and service delivery.

• Manage your own diary and property portfolio
• Carry out property inspections
• Raise work orders for repairs (including void properties) and follow up on completed work
• Balance administrative responsibilities with direct support work
• Maintain regular contact with service users through face-to-face visits and telephone calls
• Encourage engagement with appointments and support services
• Support service users with health, finances, repairs, and the move-on process
• Assist with appointments and referrals, including providing fallback support where necessary
• Help service users find and secure appropriate accommodation
• Arrange food parcels and ensure access to essential resources
• Assess individual and family needs and identify appropriate support packages to maintain independence
• Contribute to a front-line team supporting vulnerable individuals, including those affected by homelessness, drug misuse, mental health challenges, trafficking, and offending histories
• Incident reporting where welfare concerns occur and identify any safeguarding issues
• Clean void properties to turn around

Role Criteria:

• Demonstrable experience in a similar role within housing, support, or welfare services
• Strong communication skills with both clients and colleagues
• Ability to manage conflict and challenging situations effectively
• Proficiency in Microsoft Office and general IT competence
• Ability to work independently and use your own initiative
• Good understanding of local support services and housing pathways
• Strong focus on safeguarding
• Strong time management and ability to balance competing priorities
• A full UK Driving Licence (essential for travel between properties and appointments)
• Naturally supportive, trustworthy, empathetic, and patient approach
• Resilience, teamwork
• Strong organisational skills and attention to detail
• Flexible to travel across the Northeast where required

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering leave – up to two days per year to support community initiatives
• Cycle to Work Scheme
• Share save scheme
• Recognition and long service awards
• Buy up to 5 days holiday each year depending on length of service
• Learning and development opportunities
• Career progression opportunities across Mears Group
• Occupational health support
• Green car scheme with Tusker after successful probation period
• We have a range of internal forums that Aline with our company core values and beliefs including Mears Men, Women’s Heath, Pride at Mears, R.E.A.C.H, Women Operative support, Armed Forces, Women in Leadership, Diverse
• Company Sick Pay
• Life Assurance (2x annual salary)
• £3,500 annual car allowance
• 5% employee and 3% employer pension contribution with People pension

To drive a Mears vehicle, you must be aged over 21 have held your license over 3 months and have less than 9 points.