Published: 30th Jul 2020

Website RBKC The Royal Borough of Kensington & Chelsea Council

About Us:

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.  Find out more about our vacancies here.

The Role:

The Royal Borough of Kensington and Chelsea (RBKC) is seeking a positive, helpful, solution orientated individual to work in our Neighbourhood Management Team. With a commitment to providing excellent customer service, you will deal with a variety of housing issues over the telephone, email and face to face.

We are looking for a proactive, customer focused Neighbourhood Service Assistant to support the Neighbourhood Management Team and collaborate with the Housing Assistants and Neighbourhood Service Coordinators to provide telephone duty cover and relevant queries, enquiries, complaints and ensuring the smooth running of the service.

An ability and willingness to undertake the day to day work in a calm, sensitive and diplomatic manner, and resolve day to day operational issues on your own initiative will be essential.  You will also be enthusiastic and highly motivated to develop and promote our services in a positive and professional manner.
This role will offer career opportunities and will essentially train the housing practitioners of the future.

For further information please refer to the Job Description

About You:

The right candidate for the role will possess excellent communication skills and demonstrate a commitment to delivering quality and outcome driven services, contributing to a brighter future for RBKC and our residents.

The role of the Neighbourhood Service Assistant is an excellent opportunity to actively shape a brighter future for the Borough.  We’ll provide the necessary training and support to prioritise your commitments. You will be surrounded by supportive and friendly colleagues, in a reflective workplace culture where continuing professional development and diversity is well-embedded.

Role Requirements:

To be a successful member of the team and thrive in the role, it is essential that you can demonstrate the following experience and skills:

•    Previous administration experience within a fast-paced environment.
•    Desire to work in the Neighbourhood Management team and assist the Neighbourhood Service Coordinators and Management Team
•    Ability to organise and prioritise workload.
•    Carrying out joint home visits and lone working
•    Ability to build strong working relationships with other departments and teams within the business.
•    The willing to tackle Anti-Social Behaviour
•    Ability to demonstrate a professional, confident and solution-focussed attitude.
•    Excellent communication skills, both verbal and written.
•    Ability to make measured decisions and implement them.
•    Ability to work well under pressure and cope in challenging situations.
•    Ability to work systematically and methodically.
•    Willingness to learn and adapt to an ever changing work environment
•    A commitment to and understanding of the principles of equal opportunities in both employment and service delivery

The job calls for a responsible person with a calm, empathetic and professional approach, which is matched with excellent interpersonal skills and a positive enthusiastic attitude. You will take ownership of our residents’ queries and commit to deliver a helpful, efficient and responsive service. Excellent written and communication skills are also important requirements.

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.

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.

To apply for this job please visit