Location
Westway Information Centre, Kensington & Chelsea Citizens Advice

Hours
Full time, based in the Borough five days a week

Salary
£35,493 per annum

About the Role
As a Resident Services Officer, you will provide front-line support across housing and neighbourhood services, ensuring residents receive timely, high-quality assistance through face-to-face, phone, email, and virtual channels while upholding the Council’s values and working collaboratively with internal teams. You will be a key front-line presence serving the local community, supporting residents at reception, handling tenancy queries, and coordinating essential services such as mutual exchanges and Right to Buy applications.

This varied and people-focused role requires you to listen, act with empathy, and work collaboratively to ensure residents feel heard, supported, and connected to the services they need. Day-to-day responsibilities include managing reception services, triaging enquiries, coordinating estate inspections, handling estate parking queries, supporting tenancy sign-ups, processing post, managing CRM queues, and preparing data for subject access or court requests.

You will work closely with Neighbourhood Management teams to monitor performance, escalate issues, support new starters, maintain estate information, manage parking queries, and ensure compliance with safety and housing standards. This role is ideal for someone who thrives in a fast-paced, resident-facing environment and is passionate about delivering services that reflect the Council’s values of respect, integrity, and community focus.

By joining the Neighbourhood Management team, you will contribute to delivering frontline housing services that directly impact residents’ daily lives, fostering trust and satisfaction within the community, supporting tenancy sustainment, estate safety, and access to essential services.

Experience
Experience in customer service and administrative support, ideally within housing or public service environments, is highly valued. Experience in minute-taking, handling enquiries, and delivering services with empathy and professionalism is desirable.

About you
You should be confident working independently and collaboratively within a team, with a proactive attitude and strong attention to detail. The ability to manage competing priorities in a fast-paced setting is essential. Excellent written and verbal communication skills, proficiency in using technology, and the ability to maintain confidentiality are required. You must be approachable, adaptable to change, and capable of supporting and maintaining administrative systems.

A commitment to the Council’s values of putting communities first, respect, integrity, and working together is essential, along with an understanding of equal opportunities and inclusive service delivery.

Qualifications
There are no specific qualification requirements stated for this role; however, relevant experience and skills aligned with the job description and person specification are important.