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- Tasks: Support communities by delivering outstanding customer service and managing neighbourhood issues.
- Company: Join SettleParadigm, the largest housing group in the region with a clear social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, flexible working, and comprehensive health benefits.
- Other info: Hybrid role with opportunities for professional development and community engagement.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Strong customer focus and understanding of social housing issues required.
The predicted salary is between 39019 - 39019 £ per year.
Salary: £39,019 per annum + Excellent Benefits
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 + Excellent Benefits
- 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.
Customer & Neighbourhood Officer (12m FTC) in Hatfield employer: Paradigm Housing
Contact Detail:
Paradigm Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer & Neighbourhood Officer (12m FTC) in Hatfield
✨Tip Number 1
Get to know the company! Research SettleParadigm's values and mission. When you understand what drives us, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might just land you a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and neighbourhood management. We want to see your passion for making a difference in communities!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can keep you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer & Neighbourhood Officer (12m FTC) in Hatfield
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to share your experiences and what makes you passionate about helping communities.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer & Neighbourhood Officer role. Use examples that show your understanding of social housing issues and your commitment to customer service.
Showcase Your Communication Skills: Since this role requires advanced communication skills, make sure your written application reflects that. Be clear, concise, and professional in your writing, while still keeping it friendly and approachable.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at Paradigm Housing
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer & Neighbourhood Officer. Familiarise yourself with social housing issues, relevant legislation, and the specific challenges faced by communities in the East Patch. This knowledge will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Communication Skills
As this role requires advanced communication skills, prepare to demonstrate how you've effectively communicated in past roles. Think of examples where you've influenced others or resolved conflicts. Practising these scenarios can help you articulate your experiences clearly during the interview.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer focus. Prepare by thinking about past experiences where you've managed complex cases or provided support to customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. This could be about the team dynamics, the challenges they face in the East Patch, or how success is measured in this role. It shows your enthusiasm and helps you gauge if the organisation aligns with your values.