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.
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.
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 eYective 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.
Further details and the full role description are available here
To apply for this exciting opportunity, please send your CV and a covering letter setting out why you’re the perfect candidate to recruitment@railwayha.co.uk by 5pm on Sunday 9 August 2026.
If you’d like to have a chat about either of these opportunities, please email recruitment@railwayha.co.uk and one of our colleagues will be delighted to chat to you.
The initial assessments for this role will take place week commencing 17 August 2026, with final interviews week commencing 24 August 2026.
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