Resident Services Officer
We are seeking an experienced and proactive Resident Services Officer to deliver high-quality, resident-focused housing management services. You will manage a patch of properties, act as a key point of contact for tenants and leaseholders, and lead on resolving tenancy-related issues including complex anti-social behaviour (ASB) cases. This is a vital frontline role where your ability to resolve disputes and maintain safe, cohesive communities will make a direct impact on residents' lives. Key Responsibilities
- Deliver a comprehensive tenancy and leasehold management service.
- Take ownership of ASB cases from investigation through to resolution, including taking legal action where appropriate.
- Conduct tenancy audits and respond to tenancy breaches such as illegal subletting or fraud.
- Support victims of ASB and work closely with other services to mitigate risk and maintain community safety.
- Attend residents' meetings and promote engagement to strengthen local communities.
- Work with internal teams and external agencies including police and support services to address safeguarding, domestic abuse and ASB.
- Manage void properties and ensure efficient re-letting.
- Respond promptly and professionally to member enquiries and complaints.
- Supervise Customer Service Officers where required.
- Proven experience managing ASB cases within a housing management environment is essential.
- A sound understanding of housing law, tenancy enforcement, and best practice in managing ASB.
- Ability to engage and support residents while balancing enforcement duties.
- Excellent communication and negotiation skills, with the confidence to represent the organisation at court or meetings.
- Strong IT skills and the ability to maintain accurate case records.
- Able to manage your own caseload, meet deadlines and performance targets.
- Experience in partnership working with police, social services, and legal teams.
- CIH qualification or equivalent is desirable.
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