Customer & Neighbourhood Officer (12m FTC)

Salary: £39,019 per annum

Location: Goldings House, Hatfield (Main Office base), High Wycombe (Occasional attendance for department meetings, training sessions) & Letchworth Garden City (Occasional attendance for team meetings).

Contract Type: 12 month Fixed-Term-Contract.

Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising the number of new affordable homes we build.

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We’ve evolved our Housing Officer role into Customer & Neighbourhood Officer, and we’d love for you to join our dedicated, highly motivated team. Our mission is simple: deliver outstanding service by understanding our residents, our communities and the challenges they face.

As part of our continued growth, we’re recruiting for a full-time Customer & Neighbourhood Officer to support our East Patch, working closely with our East Housing Team on a 12 month Fixed-Term-Contract. This role is a blend of patch-based work and demand-led support, ensuring we’re visible, responsive and proactive in the communities we serve. This is a hybrid role, based primarily out of Goldings House, Hatfield, with occasional travel to our High Wycombe and Letchworth offices. You’ll typically spend two to three days each week on-site or out on patch, with the remaining time working from home.

What you’ll do

• As a Customer & Neighbourhood Officer, you’ll play a pivotal role in delivering a proactive, holistic and customer-centred neighbourhood management service across our East Patch (Hertfordshire, Bedfordshire and surrounding counties).
• You’ll be the face of SettleParadigm in the community, building relationships, solving problems and helping customers sustain their homes.
• Your responsibilities will include:

• Ensuring high levels of service performance and customer satisfaction
• Identifying when specialist support is needed to help customers sustain their tenancies
• Using data insights to drive area and service improvements
• Managing a mixed-tenure area and handling both day-to-day and complex cases
• Collaborating with internal teams and external partners to deliver area plans and improve our neighbourhoods

This is a highly visible and rewarding role where you’ll be an advocate for our residents, delivering services in line with our Customer Care Standards and making a real difference in the communities we serve.

What we’re looking for

• Strong customer focus with experience and understanding of social housing issues and associated legislation
• Ability to manage a demanding and diverse workload, including case management
• Advanced communication skills, both written and verbal, with the ability to influence and get things done
• Commitment to continuous personal and professional development
• Organised, self-motivated and able to work independently
• A full driving licence, access to your own vehicle and the ability to travel across the East Patch (business mileage paid at 45p per mile, excluding home-to-work commute)

For added brilliance

• Knowledge of Anti-Social Behaviour management
• Experience in Tenancy Sustainment
• Understanding of Benefits and welfare systems
• Awareness of Safeguarding responsibilities
• Knowledge of Housing law
• Relevant Court experience
• CIH Level 3 qualification
• Ability to signpost customers to relevant support services such as Citizens Advice, debt management or older people’s services

Benefits

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• Annual salary: £39,019 per annum
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme up to 9.5% employer contribution via salary sacrifice
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• Health cash plan claim up to £1,800 for everyday health costs (plus free kids cover)
• Life cover and income protection
• Flexible working hybrid options, modern offices, free parking & EV charging

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in the local communities
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Working Hours & Additional Pay

Hours and working pattern: 37 hours per week, Monday - Friday.

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made. Please ensure you fully answer the questions on the application form.

Closing Date: 15/05/2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.