This role plays a key part in delivering a high-quality, front-facing customer service to residents, visitors, and partners during daytime operational hours.
As the first point of contact, the post-holder will provide a professional, welcoming, and efficient service at reception, responding to queries, supporting residents, and coordinating with internal teams to ensure a smooth and positive customer experience.
The role is primarily weekend-based (Saturday and Sunday), with flexibility required to cover weekday shifts during periods of annual leave, sickness, or increased operational demand.
Primary working days: Saturday and Sunday
Shift times: 8:00am – 8:00pm
Flexibility required to cover weekday shifts where needed
Occasional attendance at training or meetings during weekdays
Provide a professional, friendly, and welcoming reception service at all times
Act as the first point of contact for residents, visitors, and stakeholders
Manage a high volume of face-to-face, phone, and email enquiries
Ensure all visitors are appropriately greeted, managed, and directed
Respond to resident queries promptly and effectively
Escalate complex issues to the relevant teams (housing, support, maintenance)
Maintain regular communication with internal departments to resolve issues efficiently
Promote a positive, inclusive, and supportive environment for residents
Support the day-to-day running of the building and front-of-house services
Manage post and parcel distribution accurately and securely
Maintain booking systems, logs, and records as required
Assist with coordinating appointments and service access
Ensure communal areas are clean, safe, and welcoming throughout the shift
Monitor activity within the building and report any concerns appropriately
Follow all health and safety procedures, including incident reporting
Support emergency procedures in line with organisational policy
Accurately record interactions, incidents, and tasks using internal systems
Maintain shift handover notes to ensure continuity of service
Follow organisational processes and procedures consistently
Work collaboratively with colleagues across departments
Provide cover for colleagues during absences and busy periods
Attend team meetings and training sessions as required
Experience in a customer service, front-of-house, or concierge role
Experience working in a fast-paced, customer-facing environment
Experience handling enquiries and resolving issues
Excellent communication and interpersonal skills
Strong customer service focus with a professional and approachable manner
Good IT skills (e.g. Microsoft Office, email, databases)
Ability to prioritise tasks and manage time effectively
Understanding of confidentiality and professional boundaries
Ability to remain calm and professional under pressure
Ability to problem-solve and respond to a range of situations
Ability to build positive relationships with a diverse range of people
Friendly, approachable, and reliable
Proactive and organised
Patient, empathetic, and respectful
Honest and dependable
Experience in supported housing, residential settings, or community services
Knowledge of safeguarding and resident welfare practices
Your Place is a charity dedicated to solving homelessness in east London, one person at a time.
We’re here to offer hope, a home and a healing place to grow, where people who’ve lost their homes can get the individual support they need within a safe, caring community.
Our mission is to build hope and enable lasting change to end homelessness for people in east London.
We’re a growing charity, helping people who’ve lost their homes to regain their self-belief and rebuild their lives.
We work closely with each person who comes through our doors, guiding them to meet their own needs through one-to-one and peer-led support. With specialist teams and a compassionate community around them, residents make their own journey to independent living — and to a better place.
Previously 'Caritas Anchor House'.
