We're recruiting a proactive and customer-focused Resident Access Officer to join a busy housing team. This is an excellent opportunity for someone with strong administrative and customer service skills who's passionate about supporting residents and delivering excellent frontline housing services.
The Role
- Deliver a responsive and professional telephone and email service for residents and customers, ensuring queries are resolved quickly and effectively.
- Provide accurate information on housing services, including tenancy, allocations, rent, and temporary accommodation matters.
- Support residents to self-serve online and promote digital engagement where possible.
- Manage and monitor team inboxes, escalating complex enquiries to specialist officers where appropriate.
- Maintain accurate records, update housing systems, and ensure confidentiality in line with data protection policies.
- Provide administrative support to the wider housing team — including setting up rent and temporary accommodation accounts, maintaining housing records, and supporting projects and meetings.
- Assist with Right to Buy administration, property compliance records, and data entry on housing systems such as NEC and Business World.
- Support coordination of resident meetings and events, including minute-taking when required.
- Contribute to improving service processes, identifying opportunities for efficiency and better resident outcomes.
Key Requirements
- Previous experience in a customer service or housing administration role.
- Excellent communication skills — both written and verbal — with a professional and empathetic approach.
- Strong organisational skills with the ability to prioritise workload in a busy environment.
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and confident using housing or CRM systems.
- Good attention to detail and accurate record-keeping.
- A proactive attitude with the ability to work independently and as part of a team.
- Commitment to the values of social housing and delivering a high standard of customer care.
- A basic understanding of housing policies and processes is desirable (training will be provided).
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