Resident Welfare Officer

mearsgroup; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Enhanced family leave

Employee Assistance Programme

Pension scheme

Cycle to Work

Life Assurance

Car allowance

Job summary

Mears Group is seeking a Resident Welfare Officer to support vulnerable individuals, balancing frontline support with case management. The role covers Northumberland and surrounding areas, with occasional travel for visits and appointments.

You will inspect properties, arrange repairs, and help service users access housing options and essential resources. A UK driving licence and safeguarding focus are essential.

Qualifications

• Experience in housing, support or welfare services.
• Strong communication with clients and colleagues.
• Ability to manage conflict and challenging situations.
• Proficient in Microsoft Office and IT.
• Full UK driving licence essential for travel between properties.
• Ability to work independently and use initiative.

Responsibilities

• Manage your diary and property portfolio.
• Carry out property inspections and raise repair orders.
• Balance admin with direct support work.
• Maintain regular contact with service users via visits and calls.
• Assist with appointments, referrals and move-on planning.
• Identify safeguarding concerns and incident reporting.

Skills

Housing welfare experience

Communication skills

Conflict management

IT proficiency

Driving licence

Independent working

Tools

Microsoft Office

Job description

Annual salary: up to £29,856.80

Resident Welfare Officer

Location: North of region - covering Northumberland, North Tyneside, South Tyneside and surrounding areas- Field based

Salary up to £29,856.80 per annum plus £3,500 car allowance

Contract: Full time, Permanent, 40 hours per week, Monday to Friday, 8.30am - 5pm. Expected to be on patch by 8.30am

Exception to take part in the OOH rota. 1 in 7 weeks covering Monday to Monday

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 independent 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.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

At Mears Group, we are committed to fostering