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Neighbourhood Customer Specialist

Catalyst Housing Limited
West London, London
up to £33,211
Closing date
21 Jun 2022

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Community and Customer Services, Housing / neighbourhood management
Full Time
Organisation Type
Housing association / RP
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Job Details

We’re looking for a number of Neighbourhood Customer Specialists to join us on a permanent basis. We're looking for a customer focused individual to join our Housing and Customer Services team. You will have a track record of delivering excellent customer service, taking ownership of the issues in your neighbourhood, and putting the customer first. You will have an understanding of managing housing in a proactive and collaborative way to achieve the best outcomes for your customers.

About us

We’re one of the UK’s leading housing associations, a member of the G15 group of London’s largest housing associations, with 34,000 homes and 1,200 employees in London and the Home Counties.

We're at a particularly exciting point in our story, as Catalyst joined the Peabody Group as a subsidiary on 1 April 2022, before fully merging in April 2023. The new organisation will be responsible for 104,000 homes, with 220,000 residents across London and the South East of England. By joining together, we’ll go further and faster with our plans to improve our services, invest in our homes and communities and create innovative solutions to the challenges of carbon consumption and building safety.

Our purpose

We will continue to create and maintain great homes, whilst delivering excellent service to customers every day. We offer a wide range of housing solutions and opportunities for our diverse range of customer needs and requirements including, rent, part ownership or purchase. In doing so, we build more than homes – we build communities.

We will also be able to create great opportunities for our colleagues to develop their careers within our business, and diversity and inclusion and learning and development will continue to be priorities for the new organisation.

What we’re looking for:

  • Demonstrable experience working in a customer facing role, ideally within housing management

  • Someone with excellent customer services skills and who is highly focused on continuous improvement

  • Confident communicator both face to face, in writing and a confident report writer

  • A decision maker who is a successful problem solver with sound judgement and ability to influence others to drive change and deliver quick resolution to local issues.

  • Able to manage a varied and fast paced workload

If so, this is the perfect role for you!

We currently have a great opportunity for a Neighbourhood Customer Specialist to join us on a permanent basis

Do you have what it takes?

To succeed in your role as an Neighbourhood Customer Specialist you will:

  • Deliver a high standard of customer service excellence to your customers, ensuring the delivery of accessible, high quality and value for money services

  • Be responsible for the service your customers receive and be confident to hold others to account for the services they deliver and have a holistic accountability for your neighbourhoods

  • Be empowered to make decisions for your area whilst also being responsible for assessing and managing risk in it too

  • Draw upon the support of centralised specialist service teams and external agencies and partners to create communities, neighbourhoods and homes people love

  • Manage all customer enquiries on time such as complaints, lettings, mutual exchanges, successions, assignment requests - whilst ensuring that lessons learnt become a part of how you improve the service that we provide

The UK has a housing problem which affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution, and you could be too!

This role is subject to a Basic DBS check.

Additional Documents

View the full Role Profile

View the Catalyst Privacy Statement

The benefits

We’re committed to making Catalyst a great place to work. As well as offering a positive culture we offer a competitive pay and benefits package, some of which are listed below:

  • Flexible and agile working

  • Competitive salaries that are benchmarked regularly against current market rates

  • Up to 30 days paid annual leave

  • Two additional paid volunteering days each year

  • Learning and development programme where we invest in your personal development and training as soon as you start work with us

To find out more, take a look at our benefits page -

Ready to apply?

We are inspired by the benefits of a diverse workforce. We encourage diversity and inclusion at all levels of our organisation and are fully committed to equality of opportunity. We want to remove any barriers for people to enable them to participate equally within the recruitment process. If you require reasonable adjustments, please let us know and we can discuss your requirements for the recruitment process.

To be considered for the role of Neighbourhood Customer Specialist, please click on the ‘Apply Now’?button and submit your details along with a copy of your CV and a supporting statement.


The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution.

We are one of the UK’s leading housing associations – a member of the G15 group, with over 21,000 homes. We’re here to make a purposeful difference, providing housing solutions and opportunities for those who can’t afford a home without our help.

We offer a wide range of homes, for rent, part ownership or purchase. And by doing so, we build more than homes – we build communities.

We also work hard to be a great employer, to deliver outstanding customer service and to be a high-performance business. We are absolutely committed to our social purpose, in every part of our organisation. And we always seek to do better.

We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success.

Find Us
020 8832 3334
Ealing Gateway
26-30 Uxbridge Road
W5 2AU
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