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Senior Resident Services Officer

The Royal Borough of Kensington & Chelsea Council
Kensington and Chelsea, London (Greater)
£37,260 - £45,381
Closing date
20 Jul 2022

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Lead a team delivering caring and compassionate customer service to local housing residents. 

In Kensington and Chelsea, we put local people and local businesses at the heart of decision-making, working in partnership with them to provide quality services that are responsive, effective and efficient. Following the Grenfell tragedy we have brought our social housing stock under local authority control. Alongside extensive investments in the built environment, we are committed to improving quality of life for our residents. Our brand new Resident Services team is here to make residents’ lives better. From a warm welcome into our community, through to answering queries and troubleshooting, the team are advocates for residents and their wellbeing.

The Role:

As Senior Resident Services Officer, you will lead a team of four who share your passion for always doing the right thing for residents. With this being a new team, you will enjoy the scope to really make the role your own. Working across two local housing offices, you will make sure everyone in your team knows what is expected of them and how to deliver. You will create good channels of communication between diverse Housing Management Services teams, and between your own team members, making sure every enquiry is dealt with efficiently, effectively and empathetically. An advocate for a seamless, proactive service, you will step up to support team members by personally handling in-person and telephone enquiries on everything from tenancy matters to low level anti-social behaviour. You will also maintain a variety of key administrative systems.

Please refer to the Job Description for more information.

About You:

While housing experience would certainly be an advantage, it is not essential as this is a role in which you can learn as you go. We certainly expect you to have experience in customer service – from training people in the use of tech and systems, through to solving problems, developing best practice, reporting on and improving services. Experience of project and partnership working is vital, too. It is your flair for communication and customer service that really sets you apart. Approachable, accessible and open to change, you are a role model for the highest standards. 

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays.

Please apply online explaining how you meet the requirements set out in the person specification and job description. CV’s alone will not be considered for this role.

To apply please click the Apply Now link below.

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