Are you passionate about delivering exceptional housing services and leading teams to success? We’re looking for a dynamic, assertive and proactive Senior Sheltered Housing Officer, who is experienced and used to working in a challenging site-based large residential building environment to join our Customer Service team within Housing C&C. The role is split between 2 over 55s sheltered housing schemes in Westminster, one of which is a high-risk building and your working week will be based in one of those offices. The interviews will initially be done via Teams on the 9th and 10th October and those shortlisted will be invited to a second stage interview in person at one of the schemes on 14th October.

ABOUT THE ROLE

As a Senior Service Officer, you’ll play a key role in delivering high-quality tenancy and building management services. Working closely with the Portfolio Manager, you’ll lead a team of Service Officers and Caretakers, ensuring compliance with procedures, driving performance, and fostering a culture of safety, innovation, and customer focus.
You’ll be a visible presence in your patch, responding to health and safety concerns, managing complex tenancy issues, and collaborating with external agencies to support our customers.

KEY RESPONSIBILITIES

• Lead operational delivery of housing and tenancy management services.
• Promote a “safety first, rent first” culture.
• Empower Service Officers to deliver innovative solutions and improve customer satisfaction.
• Manage inspections, audits, and risk-based activities.
• Support and coach your team to achieve KPIs and service excellence.
• Handle complaints and tenancy breaches with empathy and professionalism.
• Build strong relationships with partner agencies and stakeholders.
• Drive continuous improvement and contribute to strategic decision-making.