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Shared Services Partnership
London, England, United Kingdom • On-site
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Act as the primary point of contact for residents across a specific patch to ensure safe and vibrant neighbourhoods. Manage tenancy issues, anti-social behaviour cases, and estate inspections while connecting residents with necessary support services.
Essential experience in customer service is required, though specific housing experience is not mandatory. Candidates must demonstrate strong emotional intelligence, empathy, and the ability to handle complex resident issues autonomously.
Salary range: £43,308 - £45,852 per annum
Work location: New Zealand Way, White City Estate, Hammersmith W12 7DE and Cobbs Hall, Fulham Palace Road, London SW6 6LL
Hours per week: 36
Contract type: 15 x Permanent
Closing date: 28 July 2026
Contact details for Informal discussion: Andrew Nowakowski, Head of Neighbourhoods and Communities via email on [email protected]
Are you passionate about people, places, and making communities thrive? Do you enjoy being out and about, meeting residents, solving problems, and creating real, lasting impact?
Join us as a Neighbourhoods & Communities Officer and play a central part in shaping neighbourhoods where residents feel safe, supported and proud to live.
This is a hands on, people first role where every day is different. You’ll be the friendly face of the council across a patch of around 400 households, building relationships, supporting residents to sustain their tenancies, tackling issues early and driving improvements that make neighbourhoods cleaner, safer, and more vibrant.
If you love variety, responsibility and making things happen — this role is for you.
Working pattern: No hybrid working, Monday to Friday 9am to 5pm and also working on one Saturday in six from 9.30am to 2pm with a day off in lieu the following week.
What you’ll do
Be a visible, trusted presence on your patch — residents will know you, rely on you, and come to you first.
Own your neighbourhood: from repairs to estate services to community improvements, you’ll be the guardian of your estates.
Solve real problems — from tenancy issues to ASB cases — using a thoughtful, resident centred approach.
Support residents who need extra help, identifying safeguarding concerns and connecting people with the right services.
Lead estate inspections, make sure safety standards are met, and take action on anything that puts residents at risk.
Champion resident engagement — listening to local voices, empowering community groups and driving small projects that make a big difference.
Manage tenancy changes (succession, mutual exchange, joint tenancies and more) and offer clear, helpful housing advice.
Take the lead on ASB and tenancy enforcement, working with partners and preparing cases when needed.
Welcome new tenants, carry out sign ups, viewings and six week visits and set people up for success in their new homes.
Respond to emergencies on estates with calm, empathy and practical support.
Everything you do will contribute to safer, happier, better connected neighbourhoods.
About you
This role is all about attitude, ownership and emotional intelligence. We’re looking for someone who brings:
A naturally empathetic, curious approach to understanding residents and their neighbourhoods.
Great communication skills — you enjoy working with people from all walks of life
Problem solving ability — you stay calm, get the facts and follow issues through to the end
Strong organisation skills — you can juggle priorities and still deliver quality
Confidence using data and insight to improve services
Creativity and flexibility — you adapt, try new approaches and think differently
A commitment to excellent customer service — every interaction matters
Team spirit — you collaborate well and build strong working relationships
Experience in customer service (in any sector!) is essential — housing experience is great but not required.
Why join us?
At H&F, we’re passionate about helping residents live the best lives they can. You’ll:
Work autonomously, with no two days the same
See the direct impact of your work
Build real relationships with residents and partners
Work in a supportive team that values creativity, inclusion and emotional intelligence
Have opportunities to learn, develop and grow
If you want a job where you make a real difference, this is it.
Please view the Role Profile for more information on the role
How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.
We are fair
We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.
We are caring
We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.
We are collaborators
We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.
We are driven
We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.
At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more.
We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.
It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.
In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.
We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please click HERE.
Asking for Adjustments
We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.
If you would like to discuss any adjustments or request the application form in a different format, please contact us at [email protected] or by post to The Town Hall, King Street, Hammersmith W6 9JU
Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
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