• Champion resident engagement

  • Organise and lead estate inspections to ensure compliance with safety standards.
  • Foster community cohesion by listening to local voices, empowering residents’ groups, and leading small projects with big impact (e.g., cleaning initiatives, community events).

• Resolve residents’ requests with resilience

  • Handle a wide range of enquiries, from complaints to housing disputes, with patience and problem-solving skills.

• Monitor safety standards

  • Conduct regular safety checks and take action to mitigate risks in shared areas.

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About You

This role is less about template tasks and more about responsible ownership, empathy, and flexibility. We’re looking for someone who:

• Connects easily with people from all backgrounds—displaying natural curiosity and emotional intelligence.
• Communicates clearly and confidently, whether writing reports or chatting to a resident at the door.
• Solves problems with thought, not panic—gathering facts, following through, and choosing the right solution.
• Stays organised under pressure, managing multiple priorities without losing quality.
• Thinks analytically—using data and insights to improve services and spot areas for change.
• Adapts creatively—trying new approaches when old ones don’t work, keeping an open mind.
• Puts residents first at every interaction, valuing teamwork and inclusive decision-making.

Experience:

• Customer service experience (essential)—whether in retail, public services, or another field.
• Housing or community experience is nice to have but not required.

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Why Join Us?

At Hammersmith & Fulham, your work makes a direct, meaningful difference. Here’s what you’ll gain:

• Autonomy without isolation

  • Work independently but supported—no boring routine, just real neighbourhood challenges to solve.

• See outcomes in real time

  • Your efforts—whether ending a safeguarding case or implementing a small-scale community project—directly improve lives.

• Build lifelong community ties

  • Connect deeply with residents, neighbours, and partner organisations—turning interactions into lasting relationships.

• Thrive in a values-driven culture

  • A supportive team that values collaboration, fairness, inclusivity, and continuous learning.
  • Opportunities to grow, from training to career progression in housing, neighbourhood services, or community development.

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Our Commitment to You & Diversity

H&F is passionate about equitable access, inclusion, and representation. Here’s how we demonstrate this:

Diversity & Inclusion

We aim to reflect our diverse local community in our workforce. Across hiring, promotion, and retention, we focus on:

• Removing barriers—offering adjustments in the recruitment process for applicants with disabilities.
• Fair, transparent decisions co-created with residents and staff.
• Proactive equity—ensuring fair and inclusive policies for age, disability, gender, race, religion, pregnancy, and more.

Safeguarding

We take safeguarding seriously and expect all employees to uphold these principles.

Flexible Working

You’ll have the option to apply for flexible working arrangements, as part of a council that values well-being and flexibility (see the link).

Accessibility

If you require an adjusted job application or format, email resourcing-peopleandtalent@lbhf.gov.uk or write to: The Town Hall, King Street, Hammersmith W6 9JU

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Our Core Values – Who We Are

We don’t just say these, we live them daily:

• *WE ARE FAQIR

  • Treat everyone with compassion, dignity, and fairness.
  • Focus on standards and continuous improvement, learning from mistakes and celebrating wins.

• We are collaborations

  • Partner with residents, businesses, schools, charities, and organisations to create the best outcomes for all.

• We are driven

  • Never* settle for less—the best possible outcome for residents and communities.

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To Apply or Explore Further: Please visit the Role Profile for full details and join us in transforming Hammersmith and Fulham’s neighbourhoods.

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*Usage note: The primary spell correct form of a word in British or European English is not necessarily the same as in General American or North American English.

For example, between ‘UK’ and ‘US’ there are often differences in spellings such as:

• ‘organise’ vs. ‘organize’
• ‘theatre’ vs. ‘theater’
• ‘labour’ vs. ‘labor’

Kept all such spellings from the text as 'British'.