Neighbourhood Team Leader

About the role

Role Summary

To provide effective leadership and management of the Neighbourhood Managers and Administrator, ensuring the consistent delivery of high quality, customer focused housing and neighbourhood management services. Responsible for driving performance, supporting staff, promoting resident engagement, and ensuring that services comply with organisational policies, legislation and best practice while delivering value for money, quality, customer focused housing and neighbourhood management services.

Salary:

£45,662

Hours of Work:

35

Contract:

Permanent

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

As an Area Neighbourhood Manager, I’m proud to lead a frontline housing service that puts our residents and communities at the heart of everything we do. My role is all about supporting our neighbourhood teams to deliver quality Tenancy Management Service which ensures residents receive a responsive and compassionate service.

No two days are the same in frontline housing. From supporting residents with tenancy issues, to working closely with partners on ASB, safeguarding, and community wellbeing, the work is incredibly varied and rewarding. I’m passionate about creating neighbourhoods where people feel secure, listened to, and respected, and I’m committed to making sure our teams have the tools and support they need to make a real difference.

What I enjoy most is seeing the positive impact we can have—whether that’s helping someone sustain their tenancy, resolving a complex case, or improving the quality of life in a community. I’m proud to work with such dedicated colleagues who go above and beyond for our residents every day.

Vitra Cummins, Area Neighbourhood Manager

What will you be doing?

Role Specific Responsibilities

•Lead and manage the Neighbourhood Managers to deliver high‑quality, customer‑focused housing and neighbourhood management services.

•Monitoring the work of the Neighbourhood Managers, including casework relating to ASB, tenancy management, safeguarding concerns, estate management and responding to customer complaints.

•Manage performance, conduct and disciplinary matters promptly and in accordance with organisational policies.

•Provide expert advice on complex housing management issues and oversee effective responses to enquiries, formal complaints and escalated cases.

•Promote effective partnership working across internal teams and external agencies to ensure customers receive a coordinated and holistic service.

•Support staff recruitment, induction, supervision and development, identifying training needs and addressing knowledge gaps.

•Support the Neighbourhood Managers in the development and implementation of Patch Improvement Plans, using resident insight, and best practice to enhance efficiency and customer satisfaction. Support the Area Neighbourhood Manager in the creation and implementation of the Neighbourhood Plans.

•Ensure meaningful resident engagement and involvement in the development of strategies, policies and service delivery, coordinating officers to promote active community participation.

•Support the Area Neighbourhood Manager in budget setting and monitoring, ensure effective use of IT systems, maintain up‑to‑date knowledge of legislation and best practice, and produce accurate performance and management reports as required

•Deputise for the Area Neighbourhood Manager to ensure consistent smooth running of the service during periods of annual leave or other absence.

General

•To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.

•Recognise, respect, and promote the different roles and diversity of individuals.

•To actively contribute towards the key performance indicators and professional standards.

•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

•To participate in training, attend other meetings, and staff events as required.

•Be an effective member of your team, presenting a positive impression of your section and the Group.

•Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.

•Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.

•Maintain awareness of budget requirements and value for money while delivering your role.

•Consider and highlight any risk to the organisation or individuals whilst delivering your role.

•Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

•This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.

This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

•Full driving licence and access to a vehicle for business use. (Essential)

Key Skills & Competencies

•Effective communication skills across phone, written and face to face interactions. (Essential)
•Ability to work independently, use initiative and manage own workload effectively. (Essential)
•Strong IT skills, including Microsoft Office and housing management systems. (Essential)
•Commitment to equal opportunities, customer engagement and continuous improvement. (Essential)
•Resilience, confidence and determination in managing challenging situations. (Essential)
•Experience of social housing management and/or ASB casework. (Essential)
•Working towards/holding CIH Level 2–4 (Desirable) or willingness to obtain CIH Level 2-4 Essential

Behaviours

•Customer‑focused approach, actively seeking feedback and striving for excellent service delivery. (Essential)
•High personal standards, reviewing performance to consistently meet expectations. (Essential)
•Professional communication and positive representation of the organisation. (Essential)
•Professional curiosity, recognising safeguarding concerns. (Essential)
•Resilience under pressure and ability to maintain performance in challenging circumstances. (Essential)
•Analytical and logical thinker, able to interpret information and reach sound conclusions. (Desirable)
•Innovative mindset, able to assess risks and opportunities. (Desirable)

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 11 May 2026

Interview Date:

Monday, 18 May 2026