Salary: £32,000 – £35, 000 DOE (full time, permanent position)

Responsible to: Service Manager

Responsible for: Direct line management of a team of front-line staff

Contract: Full-time (On-site only)

Location: St Peter’s Church Hall, London Road, Kingston Upon Thames, Surrey, KT2 6QL

Closing date: 15/04/2026

For three decades, Kingston Churches Action on Homelessness (KCAH) has been supporting people experiencing homelessness or the threat of homelessness in the Royal Borough of Kingston upon Thames. Our vision is that everyone in Kingston is in a safe, stable home and has the agency to build a happy life. But as the housing crisis intensifies; with an estimated 4793 people recorded rough sleeping on a single night in 2025, a 10% increase in people sleeping rough over the year 24/25 and only 2.4% of private rented properties in England affordable for those receiving housing benefits, the gap between having a front door and facing the street is narrowing for too many people.

KCAH is an award-winning homeless charity in South West London, working with single people facing housing crisis in the local area. Our aim is to help them secure a safe and stable home and help them start rebuilding their lives.

The Resident Support Team are responsible for providing tailored support to those in our own long-standing supported accommodation project which consists of both male and female tenants residing in houses of multiple occupancy across the borough of Kingston. We are looking for an experienced Resident Support Manager to have oversight of a team of Asset Coaches and a Property Services Officer who provide the one to one support to tenants/residents with a range of support needs.

KCAH is looking for motivated, analytical and open-minded candidates who have experience in managing a team of support staff. We support tenants who have experienced homelessness, and we require all staff to work in a strengths-based way, being person-led and drawing upon trauma informed care methodologies. You will streamline the service and bring balance. Striving to make this project a safe and stable environment for those who access it and deliver a truly transformational project in the Borough of Kingston.

• Ensuring all KCAH tenants are supported in a strength-based way, identifying barriers in the system and working to overcome them. 
• Work independently to manage own workload and ensure the team keep on top of their workloads and accurate record keeping.  
• To be the go to person for a team of Asset Coaches and effectively manage conflicting priorities, ensuring time for reactive working being the first point of contact for incidents, safeguarding, health and safety and wellbeing. 
• Enable the people we work with to connect with a positive community network, building on their strengths to achieve the future they want. 
• Hold regular caseload reviews and supervisions with each team member to ensure you have oversight of the caseload as a whole. 
• Manage the referrals for the accommodation project ensuring interviews are taking place in a timely manner and that void turnaround of rooms meets SLA’s. 
• Ensure that the tenancy sign up and tenant onboarding process meets legal requirements and is person centred.  
• Work alongside the Rent and Income Officer and the Asset Coaches to ensure all tenants are supported to pay their rent and bills and not fall into arrears.  
• Supervise the Property Services Officer to ensure our properties are psychologically informed environments.  
• Ensure adherence to KCAH’s policies and procedures at all times. 
• You will understand and develop the ethos of asset coaching. 
• You will ensure the team have the resources and support they need for their roles, whilst ensuring that they operate within the legislative and funder requirements relevant to their role. 
• You will drive best practice in the team relational to strength-based practice and trauma-informed care as well as seeking external organisations or community groups that can support the team/tenants. 
• Represent KCAH in meetings with external agencies. 
• Contribute to the planning and strategic development of KCAH. 
• Provide a day-to-day management function within the charity as required by the Senior Management Team. 
• Manage and be accountable for a budget for activities and support to those people the team are working with. 
• Oversee the performance for the successful delivery of a number of funded contracts, recording funding spend aligned with contracts and provide updates directly to funders. 
• Work closely with the KCAH accountant to ensure all invoices are paid in a timely manner and recorded clearly. 

• Understand, uphold and work within the ethos, aims and objectives of KCAH. 
• Represent the organisation, raise its profile and promote its cause. 
• Contribute positively and constructively to team meetings and other management initiatives. 
• Prepare for and participate in supervision and appraisals as required by the organisation.  Maintain professional and personal self-awareness.  Identify training and professional development needs for the team and self. 
• Provide written records and reports as required by the organisation 
• Travel as needed to attend meetings, training courses, conferences and other events. 

• Experience of working in or with the voluntary sector, preferably in the field of homelessness. 
• A clear understanding of working in a strength based and person led way. 
• Experience of direct line managing including team management where the team will be supporting individuals who are experiencing or have experienced difficult circumstances. 
• Strong IT skills, being able to confidently use Word, Excel and web-based data recording system.  
• Excellent communication skills, verbal and written. 

• An understanding of welfare benefits (particularly Housing Benefit and Universal Credit)
• An understanding of housing management laws and legislations including managing tenancies, license agreements and evictions.

This job description covers the range of duties and will be reviewed from time to time.  It is KCAH’s aim to reach agreement on changes but if an agreement is not possible, KCAH reserves the right to change this job description. 

We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. As an organisation, the charity is committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to the organisation. 

Within the confines of legislation and as a condition of being able to commence employment with KCAH, the successful candidate will be required to provide documentation to prove that they are able to work in the UK.  Such documentation will include one or more of the following, as appropriate – NI number, birth certificate or British passport, certificate of registration or naturalisation as a British citizen or passport/documentation evidencing citizenship of a European Union country.