Estate Services Officer (South East)

Stonewater•Sealy, TX

About The Position

Stonewater is hiring an Estate Services Officer to deliver high-quality estate services across its homes and communities in the South East. The role is part of a new locality-based team intended to make the organisation more visible, accessible and connected to customers. The postholder will work in the communities, listen to residents and collaborate with contractors and colleagues to improve local surroundings. The role combines estate inspections and service oversight with contractor performance management, customer support, record keeping and service improvement. Estate services include grounds maintenance, communal and estate cleaning, and pest management. The postholder will help ensure estates are clean, well maintained and safe, and that services meet agreed standards and relevant health and safety requirements. The salary is £36,300, plus a £3,715 car allowance. Appointment is subject to satisfactory checks and right-to-work documentation. The role may require qualifications, skills, knowledge and behaviours under the Competence and Conduct Standard for Social Housing; if the successful candidate is not already qualified, they may be expected to study towards a professional qualification.

Requirements

Strong customer service skills and a genuine desire to deliver a great experience for residents.
Experience working with contractors and managing services against agreed standards.
Excellent communication and interpersonal skills, with the confidence to build effective relationships with a wide range of people.
Good problem-solving skills and the ability to handle challenging situations and complaints professionally and empathetically.
Ability to use data and management information to identify issues and support service improvements.
Understanding of relevant Health and Safety requirements within estate-based services.
Good IT and budget management skills.
Experience engaging with customers and resident groups.
Satisfactory references and possession of a valid Right to Work document.
Satisfactory Disclosure and Barring Service Check, if applicable.

Nice To Haves

Experience in estate services, housing or a similar customer-focused environment.
Experience in the social housing sector.

Responsibilities

Carry out regular estate and site inspections across the assigned portfolio, identify issues and ensure appropriate action is taken.
Oversee estate services, including grounds maintenance, communal and estate cleaning, and pest management.
Manage the day-to-day performance of external contractors, monitor delivery against contracts and KPIs, and drive improvements when standards are not met.
Build positive relationships with contractors, customers, residents and colleagues to resolve issues and improve estates.
Respond promptly and professionally to customer enquiries and complaints, using empathy and seeking practical solutions.
Maintain accurate estate management information and use data to identify opportunities to improve services.
Support procurement activity and service improvement projects.
Ensure estate services are delivered safely and in accordance with relevant Health and Safety legislation.
Work collaboratively with colleagues across the Homes Directorate and represent Stonewater at internal and external forums.