We're looking for an enthusiastic, customer-focused Resident Advisor to join our Resident Hub Team. This is an opportunity to play a vital role in delivering outstanding services to our residents while making a genuine difference to people's lives every day.
As the first point of contact for residents, applicants, contractors and partners, you'll ensure every interaction is positive, professional and focused on finding the right solution.
No two days are the same. One moment you could be helping a resident report a repair, the next supporting someone through the process of applying for a home, responding to tenancy enquiries or providing advice and guidance over the phone, online or in person. You'll work across a range of services, helping residents access the support they need while ensuring enquiries are resolved quickly and efficiently.
Customer service is at the heart of this role. You'll be responsible for managing enquiries through a variety of channels, including telephone, email, social media, face-to-face contact and digital platforms. You'll take ownership of issues wherever possible, keeping residents informed and ensuring accurate records are maintained. You'll also support the delivery of repairs by diagnosing issues through effective questioning, arranging appropriate contractor appointments and helping us achieve excellent outcomes for residents.
We're looking for someone who genuinely enjoys helping people and takes pride in delivering excellent customer service. You'll be a confident communicator with strong listening and problem-solving skills, able to remain calm and professional when dealing with challenging situations. You'll be well organised, comfortable using IT systems and committed to maintaining accurate records and delivering high-quality outcomes.
Experience in customer service, contact centres, housing, repairs administration or a similar resident-facing environment would be beneficial. More importantly, we're looking for someone who shares our values, is passionate about creating great resident experiences and wants to contribute to an organisation that puts people at the heart of everything it does.
In return, you'll join a supportive and inclusive organisation with a strong social purpose and a proud history of serving communities. You'll have opportunities to learn, develop and grow your career while working with colleagues who are passionate about making a positive difference. If you're looking for a role where you can build relationships, solve problems and help people feel at home, we'd love to hear from you.
If you’re interested in joining our team and our mission to deliver exceptional services to residents, please send in your CV and a covering letter letting us know why you’re interested in joining us to [email protected] by Sunday 9 August 2026.
If you’d like to have a chat about the role, please email [email protected] and one of our colleagues will be in touch. The role description is available in the pack on our website www.railwayha.co.uk/about/-job-vacancies/
We’re excited to hear from you!
Job Types: Full-time, Permanent
Pay: £29,919.00 per year
Benefits:
- Company pension
- On-site parking
- Sick pay
Application question(s):
- • Have you got experience of working in a fast-paced customer service environment?
- • Can you work collaboratively with colleagues to resolve problems?
Work Location: Hybrid remote in Darlington DL2 2GL
