At a Glance
- Tasks: Support communities by delivering outstanding customer service and managing diverse 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: Inclusive workplace committed to diversity and personal development opportunities.
- 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: SettleParadigm
SettleParadigm is an exceptional employer that prioritises the well-being and growth of its employees while making a meaningful impact in the communities it serves. With a strong commitment to inclusivity, comprehensive benefits including generous leave and a robust pension scheme, and opportunities for professional development, employees can thrive in a supportive environment. Located in Hatfield with flexible hybrid working options, this role offers a unique chance to engage directly with residents and contribute to building better neighbourhoods.
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 and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and community services. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for situational questions! Think about how you would handle various scenarios related to customer service and neighbourhood management. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer & Neighbourhood Officer (12m FTC) in Hatfield
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about making a difference in the communities we serve. Share your experiences that align with our mission and values.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. We’re looking for someone who understands social housing issues, so don’t be shy about showcasing your knowledge and any related achievements!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded sentences. Make it easy for us to see why you’d be a great fit for the Customer & Neighbourhood Officer role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our organisation there!
How to prepare for a job interview at SettleParadigm
✨Know Your Community
Before the interview, take some time to research the areas you'll be working in. Understand the demographics, challenges, and needs of the communities served by SettleParadigm. This will help you demonstrate your commitment to delivering outstanding service and show that you're proactive about understanding the residents' needs.
✨Showcase Your Customer Focus
Prepare examples from your past experiences where you've successfully managed customer relationships or resolved issues. Highlight your understanding of social housing issues and how you've helped customers sustain their tenancies. This will illustrate your strong customer focus and ability to handle diverse workloads.
✨Communicate Effectively
Practice your communication skills before the interview. Be ready to discuss how you can influence and get things done through effective verbal and written communication. Consider role-playing common scenarios you might face as a Customer & Neighbourhood Officer to showcase your advanced communication abilities.
✨Demonstrate Your Organisational Skills
Since this role involves managing a demanding workload, be prepared to discuss how you stay organised and self-motivated. Share specific strategies or tools you use to manage your time effectively, especially when juggling case management and collaboration with internal teams and external partners.
