NEIGHBOURHOOD OFFICER
L&G Contract (Legal & General)
Job Purpose
Reporting to the L&G Contract Manager, the Neighbourhood Officer will play a key role in delivering high-quality housing management, customer service and neighbourhood services across the L&G portfolio.
You will be responsible for providing a responsive, customer-focused service, acting as a key point of contact for customers while supporting the effective management of homes, tenancies, neighbourhoods and communities. The role combines customer service, tenancy management, repairs co-ordination, lettings, estate management and administrative support to ensure customers receive an excellent service and sustainable tenancies are maintained.
Working as part of the dedicated L&G contract team, the role will support the delivery of contractual obligations, customer outcomes and performance standards across the portfolio, ensuring services are delivered efficiently, consistently and in line with the expectations of both Great Places and L&G.
What you’ll be doing;
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Deliver excellent customer service and act as a key point of contact for customers across tenancy, neighbourhood, repairs and housing management services, resolving enquiries efficiently and ensuring customers receive a high-quality, responsive service.
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Manage all aspects of lettings, voids and customer onboarding activities, including advertising properties, arranging viewings, completing sign-ups and ensuring homes are re-let efficiently in line with contract and performance requirements.
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Take appropriate action on low-level rent arrears cases in accordance with agreed policies and procedures, supporting customers to sustain their tenancy through early intervention, payment arrangements, financial inclusion advice and referral to specialist support services where appropriate.
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Support tenancy sustainment by building positive relationships with customers, identifying emerging issues at an early stage and providing advice, guidance and signposting to services that support health, wellbeing, employment, digital inclusion and financial resilience.
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Co-ordinate responsive repairs, planned maintenance and compliance activity across the L&G portfolio, liaising effectively with customers, contractors and internal teams to ensure works are completed safely, efficiently and to the required standard.
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Undertake tenancy visits, estate inspections and neighbourhood management activities to ensure homes, communal areas and neighbourhoods are safe, well-maintained and attractive places to live, taking ownership of any actions identified.
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Assist in addressing anti-social behaviour, safeguarding concerns, tenancy breaches and community safety issues by gathering evidence, maintaining accurate records and working in partnership with internal teams and external agencies to achieve positive outcomes for customers and communities.
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Maintain accurate housing management records, performance information and contract data, ensuring all customer interactions, actions and outcomes are recorded promptly and in accordance with company procedures.
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Support effective complaint resolution by investigating issues, gathering relevant information, identifying lessons learned and contributing to continuous service improvement across the L&G contract.
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Contribute to the successful delivery and continuous improvement of the L&G contract, working collaboratively with colleagues, customers and stakeholders to achieve contractual outcomes, service standards and customer satisfaction targets.
What You'll Need
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Experience of delivering excellent customer service in a housing, property, repairs or community-focused environment.
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Experience managing a varied workload and competing priorities.
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Strong communication and interpersonal skills.
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Experience maintaining accurate records and using housing, repairs or customer management systems.
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Excellent organisational and administrative skills.
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Ability to build positive relationships with customers, contractors and colleagues.
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Ability to work independently and collaboratively as part of a team.
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Strong IT skills, including Microsoft Office applications.
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Commitment to safeguarding, equality, diversity and inclusion.
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This role requires travel across regions, therefore, a full UK driving licence and access to a vehicle are essential.
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Experience in social housing, neighbourhood management or tenancy services.
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Knowledge of housing management, lettings, repairs or income collection processes.
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Understanding of anti-social behaviour, safeguarding and tenancy sustainment.
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Experience using housing management and repairs systems such as QL, DRS or equivalent.
What We Need From You
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A passion for delivering excellent customer service.
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Empathy and understanding of the challenges faced by customers and communities.
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Professionalism, integrity and accountability.
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A proactive and solution-focused approach.
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Commitment to partnership working and continuous improvement.
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Flexibility and willingness to support changing business needs.
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Dedication to creating great homes, supporting great communities and delivering great services.
What we give you in return for your hard work and commitment
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Pension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)
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WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
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The Market Place ¦High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
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Annual Leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
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Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’
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Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
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Wage Stream ¦ You can access savings opportunities and early access to wages
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.
“Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment. All successful applicant(s) will be subject to an enhanced criminal records background check (Child and Adult Workforce, Child Barred List). Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website”.
Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.
You can find details of our story, our vision and our values here.
At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.
We love to hear from anyone who is enthusiastic about working in social housing. We know people can be reluctant to apply if they don’t fill 100% of the job requirements. So, if you are unsure that your qualifications and skills are what we are looking for in this role, why not let us decide?
We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at [email protected].
