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About the Role

Provide front-line support across housing and neighbourhood services, ensuring residents receive timely, high-quality assistance through various channels while upholding Council values and collaborating with internal teams.

Responsibilities

Provide front-line support across housing and neighbourhood services.
Ensure residents receive timely, high-quality assistance.
Manage reception services.
Triage enquiries.
Coordinate estate inspections.
Handle estate parking queries.
Support tenancy sign-ups.
Process post.
Manage CRM queues.
Prepare data for subject access or court requests.
Collaborate with Neighbourhood Management teams.
Monitor performance.
Escalate issues.
Support new starters.
Maintain estate information.
Ensure compliance with safety and housing standards.
Handle mutual exchanges and Right to Buy applications.
Conduct tenancy visits.

Requirements

Strong foundation in customer service and administrative support, ideally within a housing or public service environment.
Confident working independently and collaboratively within a team.
Proactive attitude.
Attention to detail.
Ability to manage competing priorities in a fast-paced setting.
Commitment to the Council’s values: putting communities first, respect, integrity, and working together.
Understanding of equal opportunities and inclusive service delivery.
Ability to maintain confidentiality.

Skills

Excellent written and verbal communication.
Proficiency in using technology.
Minute-taking.
Handling enquiries.
Delivering services with empathy and professionalism.
Adaptability to change.
Supporting and maintaining administrative systems.

Location

Borough

Work Type

Full-time
Onsite

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

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.
Employees will receive any agreed cost of living pay rises.

Benefits

Annual salary increases.
Cost of living pay rises.

About the Company

The Neighbourhood Management team plays a vital role in delivering frontline housing services across the Royal Borough of Kensington and Chelsea.
As part of Housing Management Services, the team is responsible for ensuring that residents receive high-quality, responsive support in all aspects of their tenancy and neighbourhood experience.
The team acts as a bridge between residents and the wider Council, ensuring that queries are triaged effectively and services are delivered in line with the Council’s values of respect, integrity, and community focus.
The importance of this service lies in its direct impact on residents’ daily lives.
By maintaining clear communication, prompt service delivery, and collaborative working across departments, the team helps foster trust and satisfaction within the community.
Their work supports tenancy sustainment, estate safety, and access to essential services, contributing to the overall wellbeing of residents and the smooth operation of housing across the Borough.
In doing so, the team embodies the Council’s commitment to putting communities first and ensuring that every resident feels heard, respected and supported.

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.