6 jobs in Your Place

PURPOSE OF THIS POSITION

The Resident Services Officer is the primary point of contact for residents and plays a key role in delivering a positive, responsive, and resident-focused service.

The postholder will build andmaintaineffective relationships with residents, ensuring enquiries, concerns, and service requests are responded to promptly and professionally. They willidentifyemerging support needs, tenancy risks, and safeguarding concerns at an early stage and coordinateappropriate responsesacross Support Services and Intensive Housing Management.

The Resident Services Officer will act as the coordinator of the resident journey,maintainingregular contact with residents, ensuring actions are followed through, and supporting effective communication between residents and internal teams.

The role focuses on early intervention, problem-solving, tenancy sustainment, customer experience, and ensuring residents can easily access the services they need.

RESPONSIBILITIES & ACCOUNTABILITIES

Resident Engagement and First Contact Resolution

Act as the main front-facing contact for residents, visitors,applicantsand stakeholders, providing a professional,welcomingand responsive service.

Build positive, trauma-informed relationships with residents.

Respond to enquiries across face-to-face, phone,emailand digital channels.

Resolve routine enquiries at first contact wherever possible.

Provideclear guidance on housing, tenancy matters, repairs, residentservicesand organisational procedures.

Keep residents updated on requests, incidents,complaintsand service issues.

Promote resident involvement opportunities and encourage feedback.

Triage, Coordination and Case Management

Provide effective triage and coordination to ensure resident issues areidentifiedearly,allocatedclearlyand followed through.

Assess enquiries andidentifythe mostappropriate responsepathway.

Identifytenancy risks, support needs, safeguarding concerns, ASB, arrears and property-related issues.

Coordinate actions across internal teams and ensure clear ownership.

Track outstanding resident issues and follow-up actions.

Escalate concerns where risks, delays or unresolved issues areidentified.

Participate in case coordination meetings and escalation processes asrequired.

Tenancy Sustainment and Early Intervention

Support residents to sustain their tenancies byidentifyingrisks early and helping them access the right support at the right time.

Maintain proactive contact with residents where concerns or risks have beenidentified.

Encourage engagement with support services, move-onplanningand tenancy-related actions.

Monitor tenancy risk indicators and escalate concerns appropriately.

Customer Experience and Complaints

Contribute to a positive resident experience by responding to concerns professionally and using feedback to improve services.

Record, investigate and respond to service requests, compliments,concernsand complaints in line with procedures.

Maintainaccuraterecords of customer contact, actions taken and outcomes.

Identifytrends and recurring issues affecting residents.

Work with residents and colleagues to improve service quality and resident experience.

Administration and Information Management

Maintainaccuraterecords and support effective service coordination through strong administration and information management.

Keep electronic records and case notesaccurate,timelyand up to date.

Record resident contacts, actions, tenancy riskindicatorsand service plans appropriately.

Produce reports and performance information asrequired.

Maintain confidentiality andcomply withdata protection requirements.

Support the administration of resident communications,appointmentsand service-related documentation.

Reception, Building Management and Health and Safety

Support the safe and effective running of the building, ensuring residents, visitors and colleagues are welcomed and protected.

Provide a professional reception and visitor management service whererequired.

Monitor building access and follow security procedures.

Support key management and visitor sign-in processes.

Monitor CCTV and report concerns in line with policy.

Complete health and safety checks and report hazards or defects promptly.

Act as a Fire Warden and support emergency evacuation procedures.

Report safeguarding concerns in line with organisational policy.

Partnership Working

Work collaboratively with internal teams and external partners to deliver joined-up, resident-focused outcomes.

Build effective relationships with internal teams, external agencies,contractorsand partners.

Work closely with Support Services and Intensive Housing Management to support positive resident outcomes.

Participate in team meetings, service improvement activity,trainingand organisational events.

PERSON SPECIFICATION

Ideal attributes for meeting the needs of position and being an effective member of the wider Your Place team.

This role is ideal for someone who:

Wants to make a difference and feels motivated by supporting people affected by homelessness and exclusion.

Is compassionate,respectfuland non-judgemental, with a commitment to dignity and person-centred support.

Is self-sufficient and organised, able to use initiative while knowing when to ask for help.

Is flexible and reliable, able to work across teams at short notice to meet service needs.

Communicates clearly and canmaintainprofessional boundaries.

Essential (we will train you)

• A genuine interest in helping vulnerable adults to make positive changes and sustain progress.

• Willingness to work shifts including evenings and weekends as part of a rota.

• Basic IT confidence (e.g., email, Microsoft Office) and willingness to learn our systems.

• Ability to remain calm in a busy environment and respond appropriately to challenges.

• Alignment with The Your Place Way values: Growth, Inclusion, Collaboration and Compassion.

Desirable

• Experience in any customer-facing role where you supported people or solved problems.

• Experience paid or voluntary in homelessness, supported housing, mental health, substance misuse, or community settings.

• Interest in progressing into a Support Worker role in the future.

Development & progression

This role is designed to help you gain experience in a supportive, values-led environment. Whereappropriateand under close supervision, you may have opportunities to develop skills in support work and take onadditionalresponsibilities over time.

Pre-employment checks

Appointment is subject to an enhanced DBS check, satisfactoryreferencesand the right to work in theUK.

Head of Services

Join to apply for the Head of Services role at Your Place.

This is a critical operational leadership role that is responsible for the operation of the organisation’s supported accommodation services.

Providing operational leadership to team managers and ensuring compliance with organisational, contractual, local authority and legal regulations and the quality of services is pushed to the highest possible standards; ensuring excellent outcomes for residents and a positive and high performing working environment for teams.

This role will also be accountable for the development of excellent relationships with external partners, commissioners, and other key stakeholders for support services in the organisation.

You will be a key member of the charity's Extended Leadership team.

• Lead in setting organisational standards and performance targets across the support and resident services teams that reflect contractual requirements and organisational standards.
• Actively promote and develop person centred practices based on a trauma informed approach and psychologically informed environment to working with residents with high support needs and challenging behaviour.
• Be accountable for the operational performance of the services, allocating resources strategically to ensure that key performance indicators are achieved and that action plans are in place where required to improve service performance.
• Remodelling to promote accountability and co-production approaches with residents.
• Work with the Head of Building & Facilities to ensure your teams put health & safety procedures into practice to create a safe environment for our residents and staff. Contribute, and when required, lead on the formation and review of policies and procedures.
• Contribute to the Frontline Service’s Management On Call rota, providing support to frontline services outside of office hours.

• Build strong relationships with Commissioners and regulatory bodies to enable the service to meet contractual and regulatory KPI's and requirements.
• Submit management information on a monthly and quarterly basis and produce other statistics and data as directed by the Director of Frontline Services.
• Responsible for effective liaison with outside agencies including the police, social services and other statutory and voluntary agencies and delegating this work where appropriate.
• Represent the organisation externally at forums, conferences and meetings.
• Contribute to the wider management team in frontline services to ensure good communication, coordination and consistency of practice, approach and development across the Directorate.

• Drive business planning activities within contracts, ensuring relevant and challenging objective setting and ongoing performance tracking, developing turn around action plans as may be necessary.
• Where agreed, project manage new services or service developments.
• Working closely with Finance Department to set, manage and monitor allocated budgets for income and expenditure for support and resident services and to ensure that teams meet performance targets.
• To ensure that financial procedures are maintained at all times in accordance with organisational policies and procedures.

• Take a leading role in developing a positive, values-based organisational culture, in line with the charity's Your Place Way approach.
• Developing performance targets and quality control measures for teams, and monitoring performance to ensure that these are met.
• Supporting managers and teams by setting clear objectives and holding individual supervisions regularly.
• Ensuring good communication across teams by holding team meetings regularly, and additional briefings as necessary.
• Inducting new managers and planning the continuous professional development of existing managers through annual appraisals.
• Managing the workload of teams to ensure that adequate cover is provided at all times.

• Act as Safeguarding Lead for the organisation.
• To actively promote an open and accountable approach across the organisation as a whole that ensures the organisation meets our legal duties, keeps our policies up to date and puts our residents' best interests at the fore.

• Ensure that our landlord responsibilities are delivered in a person-centred way and in line with our regulatory and legal responsibilities.
• Oversee the creation of a welcoming, safe and inclusive environment across all our services that is responsive to resident needs.
• Develop standards and practice that provide clear evidence-based reporting to meet regulatory compliance.

• To attend meetings internally as and when necessary, for example, Directorate, Management and planning meetings.
• To undertake such other duties within the competence of the post holder which may be required from time to time.

• Strong background in leading and delivering supported accommodation services.
• Extensive experience working with rough sleeping and other homelessness services.
• Experience leading and delivering intensive housing management responsibilities.
• Experience of case management and delivering best practice around needs assessments, high quality personalised support or advice services to vulnerable adults, including people with high support needs.
• Experience of contract management with stakeholders.
• Experience of project management and mobilisation of new services or developing existing services.

• Knowledge and understanding of the housing and support needs of single people who experience homelessness and rough sleeping, the benefit of move on and the ability to translate knowledge into good practice.
• Knowledge of the commercial and regulatory requirements of supported housing.

• Ability to interact at senior, strategic level with external stakeholders.
• Ability to work in a fast paced, high pressured environment, with multiple competing priorities and to quickly adapt to new situations.
• Ability to network, liaise, negotiating and influence effectively with outside agencies.
• Ability to undertake budget management, produce financial reports and collate and interpret financial and statistical information.
• Demonstrates a commitment to the mission of Your Place.
• Self-sufficient and highly organised with the ability to accomplish goals according to deadlines, and a flexibility to juggle a variety of tasks.
• Excellent organisational skills.
• Strong communication and negotiation skills.
• Strong sense of responsibility and accountability.
• Awareness of own training and support needs.
• Ability to collaborate with colleagues across teams and functions.
• Commitment to the values of inclusion and belonging.
• Educated to degree level or equivalent in adult social care or leadership and management.

Before starting this position, you’ll need to undergo a criminal record check by the Disclosure and Barring Service. You must be entitled to work in the UK.

• Executive

• Full-time

• Management, Project Management, and Strategy/Planning

• Non-profit Organizations, Housing Programs, and Individual and Family Services

Your Place is looking for a Maintenance Officer based in Greater London to support facilities within a supported housing environment. This role involves general maintenance, health and safety checks, and engaging with residents facing complex challenges.

The ideal candidate will have relevant maintenance experience and demonstrate empathy, resilience, and effective communication skills. Training will be provided to succeed in this unique environment.

Purpose of Position

This role plays a key part not only in carrying out a range of general health & safety room checks, cleaning, building maintenance and caretaking tasks, but also in supporting a safe, respectful and dignified living environment for residents.

The Maintenance Officer will support the Facilities Manager in the delivery of planned and reactive maintenance tasks, ensuring buildings remain safe, compliant and welcoming. In addition, the role contributes to the organisation’s wider mission by working sensitively within a supported housing environment and recognising the needs of residents.

This role is based within supported housing for individuals who have experienced homelessness and may be living with mental health challenges, substance misuse, or complex trauma.

The environment can at times be unpredictable, and properties may experience higher levels of wear and tear than typical residential settings. The successful candidate must be comfortable working in these environments and demonstrate patience, resilience, and a non-judgemental approach at all times.

You will regularly access occupied rooms and communal areas and may encounter residents displaying challenging behaviours. You will be supported by a wider team but must be able to maintain professional boundaries while showing empathy and respect.

• Support daily, weekly & monthly planned maintenance tasks as scheduled (fire alarm tests, water temperature recording, emergency lighting tests, etc.)
• Support Customer Services with planned room health & safety checks.
• Provide first-line response to reactive maintenance, cleaning and repairs
• Carry out minor building repairs including decorating, plumbing and fabric repairs
• Check plant rooms and boilers for leaks and general condition
• Ensure equipment is well maintained and safely stored
• Ensure portable electrical appliances are tested as required
• Use hand and power tools safely and effectively
• Assist with inspections of grounds, buildings and facilities
• Undertake general janitorial and porterage duties
• Maintain accurate digital documentation and records

• Ensure Health & Safety procedures are consistently implemented
• Contribute to risk assessments and implement actions
• Monitor subcontractors to ensure compliance and quality of work
• Proactively identify and report hazards across properties
• Clear snow and ensure safe access during adverse weather

• Engage with residents in a respectful, trauma-informed and non-judgemental way
• Work within occupied properties with sensitivity and awareness of resident circumstances
• Build positive, professional relationships while maintaining clear boundaries
• Remain calm and professional when dealing with distressed or challenging individuals
• Report safeguarding concerns appropriately and follow organisational procedures
• Work collaboratively with housing and support teams to ensure a coordinated approach

• Proactively walk communal areas and report maintenance, safety or cleaning issues
• Monitor and action tasks through internal systems in a timely manner
• Ensure all duties align with organisational policies and performance standards
• Undertake other duties within the scope of the role as required.

• This is not a standard maintenance role and involves working in environments affected by complex social issues
• Properties may at times be in a poor condition due to resident circumstances
• You may encounter behaviours linked to mental health challenges, trauma, or substance use
• The role requires resilience, adaptability, and a strong values-based approach

Full training and support will be provided, but candidates should feel confident and motivated to work in this type of environment.

• Experience of building maintenance, cleaning, caretaking or handyperson duties
• Experience of risk assessment or health & safety practices
• Experience working in social housing, supported housing, homelessness services or similar environments highly desirable
• Experience working with vulnerable adults or individuals with complex needs desirable

• Relevant building trade or health & safety/facilities qualification

• Good understanding of health and safety in a building environment
• Strong communication and interpersonal skills
• Good IT and systems skills
• Understanding of safeguarding principles desirable
• Awareness of trauma-informed or person-centred approaches desirable

• Ability to communicate effectively with a wide range of people while maintaining professional boundaries
• Ability to manage workload effectively in a dynamic environment
• Ability to remain calm and professional under pressure
• Ability to accurately record and manage information

• Empathy and compassion for individuals facing multiple disadvantage
• Resilience and emotional maturity in challenging environments
• Non-judgemental and inclusive approach
• Strong sense of accountability and professionalism
• Honest, reliable and self-motivated
• Patient, tolerant and able to remain calm in difficult situations

• Full driving licence

Before starting this position, you’ll need to undergo a criminal record check by the Disclosure and Barring Service. You must be entitled to work in the UK.