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About the Role

Secure safe housing and lead frontline support for residents in urgent need. Facing housing crises or homelessness is a critical moment for our residents. We’re all in to provide stable temporary accommodation, ensuring our frontline service is compliant, clear, and compassionate.

Responsibilities

• Lead a frontline team of six accommodation solutions officers, ensuring they deliver an efficient, compliant, and supportive service to residents requiring temporary housing.
• Manage urgent placements for households in crisis, including those experiencing homelessness or fleeing domestic abuse.
• Oversee suitability assessments and ensure sign-ups follow robust procedures.
• Manage complex cases requiring legal precision and multi-disciplinary coordination with social services, police, and health professionals.
• Monitor performance through regular one-to-ones and appraisals to help the team meet targets and manage workloads effectively.
• Monitor the service budget and implement strategic solutions to safely reduce temporary accommodation numbers and associated costs.
• Work collaboratively with housing management and providers to maximise available properties.
• Handle member enquiries and formal complaints with transparency and care.

Requirements

• Solid foundation in housing and homelessness, with a clear understanding of relevant legislation and tenancy procedures.
• Experience in a frontline housing or customer service role is essential.
• Ability to navigate challenging environments and guide residents through complex, stressful situations.
• Exceptional interpersonal and soft skills to conduct difficult conversations with empathy, transparency, and authority, particularly when supporting vulnerable people.
• Resilient leadership capable of managing tight deadlines, strict key performance indicators, and financial challenges without losing focus on service quality.
• Strong analytical skills to manage budgets and resolve operational issues systematically.
• Deep commitment to equality and values that align with putting communities first, demonstrating honesty, integrity, and a collaborative approach to teamwork.
• Standard DBS required.

Skills

• Interpersonal skills
• Soft skills
• Analytical skills
• Leadership

Location

• Office-based (hybrid arrangement)

Work Type

• Permanent
• 18 month fixed-term
• Hybrid

Experience Level

• Management experience

Salary/Compensations

• Competitive salary

Benefits

• Extensive opportunities for professional training and career growth
• Regular mentoring and supervision

About the Company

• Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.
• As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence.
• We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
• In the temporary accommodation service, getting stuck in is exactly how we meet the demands of a high-pressure environment.
• By fully committing to robust processes and fair assessments, you turn daily operational challenges into opportunities for professional growth and meaningful service development.

Equal Opportunity

• We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
• We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
• We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range.
• Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.