Resident Support Officer (Decants)

Are you organised, customer-focused and confident managing complex situations? Join us as a Decant Officer and play a key role in supporting residents through the process of temporarily moving from their home. A decant can be a challenging and uncertain time for residents, and you’ll be there to make the process as smooth as possible. You’ll manage each resident’s journey from start to finish, keeping them informed, coordinating with internal teams and external partners, and making sure the right arrangements are in place at the right time. No two decants will be the same. You’ll work across teams including Repairs, Neighbourhoods, Legal and Finance, helping to resolve issues, influence decisions and keep things moving. You’ll also support residents with additional or complex needs, making referrals to appropriate services where needed and responding to concerns or complaints with empathy and professionalism. This is a busy role where you’ll manage competing priorities, maintain accurate records and make decisions in a fast-paced environment. We’re looking for someone who is confident communicating with a wide range of people, enjoys solving problems and can stay organised when there are lots of moving parts. A full UK driving licence and access to a car are essential for this role. A Standard DBS check is required for this role. More About You * Experience of managing complex customer cases or providing support to customers with additional needs * Strong communication skills, with the ability to communicate clearly and empathetically with residents and a range of stakeholders * Excellent organisational skills, with the ability to prioritise and manage a busy workload * Confident problem solver with the ability to make decisions and influence others * Experience managing internal and external relationships effectively * High attention to detail, with experience maintaining accurate records and updating IT systems * Able to work well under pressure and adapt to changing priorities * Good working knowledge of Microsoft Word, Excel and Outlook * GCSEs (or equivalent) in Maths and English (Grades A*–C / Grade 4 or above) * CIH qualification would be advantageous * A full UK driving licence and access to a car is essential Choosing us is easy As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include: * 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service * Up to 8% contributory pension * Flexible working * All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family Inclusion at A2Dominion We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process just contact our Resourcing Team. We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers. This vacancy is being managed by Kate Jacobs