Resident Welfare Officer

Mears Group PLC; North East; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 25 days

Family friendly policies

Employee Assistance Programme

Car allowance £3,500

Pension plan

Job summary

Mears Group is recruiting a Resident Welfare Officer to support vulnerable individuals, preventing homelessness and helping them move into settled accommodation. This frontline role blends administrative duties with practical and pastoral support across Northumberland, North Tyneside and South Tyneside, on a field-based patch.

You will manage diaries, conduct property checks, coordinate repairs, and facilitate access to health, finances and housing services, while safeguarding and delivering

Qualifications

• Experience in housing, support or welfare services is required.
• Strong communication with clients and colleagues.
• Ability to manage conflict and challenging situations effectively.
• Good IT skills and proficiency with MS Office.
• Ability to work independently and use initiative.
• Good understanding of local support services and housing pathways.
• Strong safeguarding focus.
• Excellent time management and ability to balance priorities.
• Full UK driving licence (essential for travel).
• Empathetic, trustworthy and patient approach.
• Resilience and teamwork.
• Strong organisational skills.

Responsibilities

• Manage your own diary and property portfolio.
• Carry out property inspections.
• Raise repair work orders (including void properties) and follow up on completed work.
• Balance administrative responsibilities with direct support work.
• Maintain regular contact with service users via visits and calls.
• Encourage engagement with appointments and support services.
• Assist with appointments and referrals, including fallback support.
• Help service users find and secure appropriate accommodation.
• Arrange food parcels and ensure access to essential resources.
• Assess needs and identify appropriate support packages to maintain independence.
• Contribute to a frontline team supporting vulnerable individuals (homelessness, drug misuse, mental health challenges, trafficking, offending histories).
• Incident reporting where welfare concerns occur and safeguarding issues.
• Clean void properties to turn around.

Skills

Diary management

Property portfolio management

Property inspections

Customer service

Conflict management

Microsoft Office

Independent working

Safeguarding

Time management

Driving licence

Empathy & resilience

Teamwork

Organisational skills

Tools

Microsoft Office

Job description

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

Annual salary: up to £29,856.80

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.

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 a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.