Job Introduction

Are you experienced with working within a customer facing environment? Do you have what it takes to deliver a first class, customer experience to our residents at a multi-tenure estate?

Notting Hill Genesis is one of London’s leading Housing Associations. We know how important a good quality and well maintained home is, and we are committed to providing this so all our residents can love where they live. This role is based at one of our flagship multi-tenure estates, Stratford Halo, which includes a variety of different home types to meet the needs of our varied and diverse customer groups

We are offering a fantastic opportunity for a polite, customer-focused and personable Concierge Officer to join our friendly and diverse team. We are looking for someone who cares passionately about delivering efficient, high quality customer service to our residents, visitors and contractors to ensure smooth running of the estate.

We offer a 24 hour concierge service, which operates 364 days a year, you will be expected to work on a shift pattern on the rota, which include day, evening, night and weekend working.

Main Responsibility

Reporting to the Concierge Team Leader and Estate Operations Manager, you will be responsible for a range of tasks on the estate, including diagnosing issues and reporting of repairs, ensuring all risks are promptly dealt with or reported appropriately. You will deal with basic and complex queries, including providing advice and giving instructions to residents. Because of this, you must possess experience of influencing and managing conflict with a variety of customers and good at communicating clearly with our customers, stakeholders and colleagues on the phone, in person and via email.

We are looking for someone experienced in customer service, You will be great at ensuring that all correspondence is dealt with on time and logged in the correct way. You will be trusted to log all customer interaction to the Concierge desk such as visitor parking, programming of fobs and parcel management etc. Some experience in CCTV monitoring as well as knowledge of fire safety procedures and assessing risk would be ideal.

The Ideal Candidate

The Ideal candidate would be an excellent communicator with the ability to multi-task in a high demanding role. The ability to work under pressure whilst still offering a high quality customer service and a proven track record of working in a diverse community.

If you are proactive, hard working person with a can do attitude then we would love to hear from you.


In return we offer:

  • Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
  • Generous pension scheme
  • Enhanced maternity, paternity and adoption pay – we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
  • Employee assistance – free confidential advice and counselling services provided by independent specialist organisations
  • Health cash plan
  • Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
  • Interest free loans: season ticket loan, tenancy deposit loan and training loan
  • Cycle to work scheme
  • Life Assurance x 4 annual salary

How to apply

  • Applications close at 23:59 on 13 November 2022.

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via to discuss your requirements.

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS).

About the Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of Black, Asian and Minority Ethnic colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage Black, Asian and Minority Ethnic candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.

To find out more about Diversity and inclusion at NHG, please visit our website.

Attached documents

  • NHG Colleague expectations
  • Concierge role profile