Company: Barking and Dagenham Reside Regeneration Ltd
Location: Hybrid (Barking and Dagenham)/Home
Responsible to: Commercial Housing Portfolio Lead
Salary: £30,000 – £35,000 p.a

About the Role

As a Neighbourhood Assistant, you’ll provide vital administrative support to the Neighbourhood Team, helping to deliver a first-class service to residents. From coordinating responses to resident queries to maintaining accurate records, you’ll play a crucial role in ensuring smooth operations. You’ll handle sensitive information with care and ensure our services exceed our expected standards.

About You

With a background in administration or housing-related roles, you’ll have strong organisational skills and a commitment to excellent customer service. You’ll be confident in using IT systems and have experience working collaboratively with internal teams and external partners. A proactive, problem-solving attitude and effective communication skills are essential to succeed in this role.

Job Purpose

To provide a customer focussed, proactive and high-quality administration service to support the delivery of the tenancy, neighbourhood and estate management functions to Reside’s residents.

To support the wider Neighbourhood Team in delivering a first-class proactive service to tenants and leaseholders, providing high quality technical support, taking the lead on allocated administrative processes as necessary.

Ensure that residents contacting the Neighbourhood Team are provided with excellent customer service and receive prompt responses to their queries and concerns, exceeding Reside’s service standard as the norm.

Co-ordinate escalation of more complex queries or case management actions to lead officers across the wider Reside services. Build positive partnerships and relationships with other sections, services and outside bodies, where necessary.

Maintain accurate records and statistics relating to the work of the section. Keep concise file notes of all contact with residents and provide concise written reports and chronologies for other officers when required.

To deliver services ensuring that all relevant processes are timely and in line with Reside’s policies and procedures and current legislative requirements. To ensure the appropriate handling of detailed, sensitive and personal information, taking all necessary precautions to ensure its accuracy, relevance and correct use.

The post holder will deliver high levels of satisfaction to Reside tenants for the services managed.

Key Accountable Areas

• To support the delivery of a comprehensive high quality, efficient and compliant tenancy, housing and estate management service for Reside’s tenants and leaseholders, providing customer focused administrative support
• To provide a responsive and proactive customer focused service on a wide range of customer enquiries and ensure a high level of customer service
• To ensure effective co-ordination and escalation of more complex queries to the wider Neighbourhood Team and other teams across Reside to ensure matters get dealt with efficiently
• Ensure all actions taken deliver effective resolution of resident queries, right first time and exceeding customer service standards
• To ensure an efficient support service is provided to the Neighbourhood Team taking ownership and delivering appropriate administrative support tasks as agreed by the management team. This will include, but not limited to filing, photocopying, distributing of post, stationary, raising of purchase orders, systems and accounts administration
• To manage and co-ordinate the Neighbourhood inboxes as required, including email and housing system dashboard/s, delivering a first-time resolution where possible
• Work in partnership across Reside teams supporting on priority tasks on a business needs basis to ensure the organisations objectives and outcomes can be met, i.e. support teams in obtaining access for tenancy management, repairs, compliance servicing, etc
• To deliver services that meet legislation and regulatory requirements and reflect best practice
• Establish and maintain effective relationships with partners and stakeholders to ensure delivery of effective services to residents
• Drives an increase in contact with tenants as we seek to develop effective relationships of high trust that enables tailored and bespoke service to be developed that facilitates a highly customer centric service delivery model

Neighbourhood Assistant full job description (PDF, 146 KB)

Neighbourhoods structure chart (PDF, 111 KB)

Application Process

To apply, please upload your CV and a supporting statement to email appointments@lbbd.gov.uk by 5 January 2025.

It is crucial to include a supporting statement (no more than 2 sides of A4) addressing how your skills, knowledge, experience align with the post’s requirements outlined in the job description and person specification.

Selection Process

CVs and supporting statements will be shortlisted based on the skills, knowledge, experience criteria specified in the person specification of the job description.

Shortlisted candidates will be informed of the outcome of their applications by 10 January 2025.

Successful candidates will be invited for an interview on 28 January 2025.

Additional interview details will be provided to shortlisted candidates in due course.