Resident Welfare Officer

Mears; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading housing management organization in Greater London is seeking a Resident Welfare Officer to help vulnerable individuals avoid homelessness and transition to settled accommodation. This front-line role combines administrative and practical responsibilities, requiring strong communication skills and empathetic problem-solving. The successful candidate will manage a property portfolio, engage with service users, and provide comprehensive support. Competitive benefits include 25 days annual leave, a company car, and staff perks.

Benefits

25 days annual leave plus bank holidays

Volunteering Leave

Staff perks with Mears Rewards

Company Car for work and personal use

Qualifications

• Demonstrable experience in a similar role within housing, support, or welfare services.
• A full UK Driving Licence is essential for travel between properties and appointments.

Responsibilities

• Manage your own diary and property portfolio, carrying out inspections.
• Support service users with health, finances, repairs, and the move-on process.
• Help service users find and secure appropriate accommodation.
• Contribute to a front-line team supporting vulnerable individuals.

Skills

Organisational skills

Communication skills

Problem-solving skills

Compassion

Empathy

IT competence

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 floating 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.

Role Responsibilities & Essential Criteria

• Manage your own diary and property portfolio, carrying out inspections, raising work orders for repairs (including voids), and following up on completed work. This requires strong organisational skills, attention to detail, and the ability to work independently.
• Balance administrative responsibilities with direct support work, demonstrating flexibility, time management, and a commitment to service delivery.
• Proficiency in Microsoft Office and general IT competence is essential.
• Maintain regular contact with service users through face‑to‑face visits and telephone calls, encouraging engagement with appointments and support services. This demands excellent communication skills, persistence, and a supportive attitude.
• Support service users with health, finances, repairs, and the move‑on process, using empathy, problem‑solving skills, and a practical approach to meet individual needs.
• Assist with appointments and referrals, including providing fallback support when necessary. A good understanding of local services and the ability to work under your own initiative are key.
• Help service users find and secure appropriate accommodation, drawing on knowledge of housing pathways and the ability to advocate effectively.
• Arrange food parcels and ensure access to essential resources, demonstrating compassion, responsiveness, and a genuine desire to help others.
• Contribute to a front‑line team supporting vulnerable individuals, including those affected by drug misuse, homelessness, mental health challenges, trafficking, and offending histories. This requires resilience, teamwork, and a strong focus on safeguarding.
• Assess individual and family needs and identify appropriate support packages to maintain independence. You must be naturally supportive, trustworthy, empathetic, and patient.
• Demonstrable experience in a similar role within housing, support, or welfare services is essential.
• Strong communication skills with both clients and colleagues, and the ability to manage conflict and challenging situations, are required.
• A full UK Driving Licence is essential for travel between properties and appointments.

Benefits we can offer you

• 25 days annual leave plus bank holidays.
• 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 - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% on weekly groceries, holidays, eye test vouchers, Share Save scheme, plus much more.
• Family friendly policies.
• Company Car – for both work and personal use, Fuel Card and PPE.

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