Neighbourhood Services Advisor
This department is responsible for housing, communities and improving the lives of local residents. This includes landlord services and estate management, planning, refurbishment, and advice and support to help maintain healthy and safe homes. A significant part of our work is focused on creating stronger communities, by working together with local residents on recovery following the Grenfell tragedy. In response to London’s affordable homes crisis, we are committed to building more social housing to help people on lower incomes to live, work, and raise their families in the borough. Our housing team also work closely with affordable housing providers and other agencies to manage homelessness and give support to older residents to live independently.
This role will provide a seamless, proactive and highquality front-line service to residents who live on the Lancaster West Estate, or in homes managed by Grenfell Housing Services. Our vision is for Lancaster West to become a model social housing estate for the 21st century, and one which is carbon-neutral by 2030. We are working with residents for Grenfell Housing Services to be the become performing housing management in the UK. Being the first point of contact for our residents, either by phone, email, in person or other methods of communication, this role will require a personable and proactive individual who will go out of their way to resolve resident service requests at initial contact. You will ensure the very highest quality outcomes for residents, ensuring they are updated until a service request has been fulfilled.
For more information on the role, please see the Job Description
You will be an enthusiastic and responsible individual who is able to work methodically in a fast paced and ever-changing environment. You will be a dynamic problem-solver, who builds effective relationships, uses initiative, and is flexible and adaptable. You will have excellent written communication skills and able to build productive working relationships with colleagues across the council to ensure residents experience the best outcomes possible. You will have excellent IT and organisational skills, as well as an eye for detail, the ability to multi-task, manage competing priorities and adapt easily to new situations.
You must be able to deal with a wide range of stakeholders in a polite and courteous way, at all times. You will support the Customer Experience Manager with service improvement projects, office management and oversee the multi-channel methods of communication that are available to our residents, including webchat, Instagram Direct Message and more!
We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.
We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.
We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.
RBKC is currently inclusively reviewing its pay, reward and benefits framework.
This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.
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.