Customer Resolutions Co‑ordinator (12‑month FTC) Full Time NEW

Hybrid working: 2 days in the office, 3 days from home

Salary: £31,740 p/a + Excellent Benefits

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you’re ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

About The Role

Complaints are a gift, they help us understand where things go wrong, put things right and continually improve. As our Customer Resolutions Co‑ordinator, you’ll play a key role in making sure every customer feels heard, respected and supported.

This is a 12‑month fixed‑term contract offering a fantastic opportunity to gain experience in a fast‑paced, customer‑focused environment.

You’ll be the first point of contact for customers, acknowledging and logging their feedback, understanding the scope of their concerns and ensuring each case is allocated appropriately. You’ll also manage low‑level dissatisfaction and informal complaints directly, working with customers to resolve issues quickly and fairly.

Alongside this, you’ll provide essential administrative support to the Customer Resolutions Team — managing the mailbox, handling inbound calls, processing compensation claims, preparing Ombudsman packs and supporting customer satisfaction surveys.

No two days are the same, and you’ll be part of a friendly, supportive team who work collaboratively to deliver great outcomes for customers.

Key Responsibilities

• Provide efficient administrative support to the Customer Resolutions Team
• Act as the first point of contact for customer queries via phone and email
• Manage the team mailbox and triage complaints appropriately
• Resolve low‑level dissatisfaction and informal complaints directly with customers
• Process compensation claims in line with policy and timescales
• Compile weekly reports on complaints, MP enquiries and Housing Ombudsman investigations
• Prepare Ombudsman packs and support customer satisfaction surveys
• Respond professionally to correspondence from customers and stakeholders
• Provide feedback on service improvements to support value for money
• Assist with complaint analysis to identify themes and learning opportunities

What We’re Looking For

Must haves

• Excellent written and verbal communication skills
• Ability to communicate and negotiate effectively with residents, partners, landlords and contractors
• Strong problem‑solving skills and ability to investigate complaints using corporate systems
• Confidence in assessing situations, making decisions and concluding enquiries
• Ability to manage competing priorities in a fast‑paced environment
• Strong IT skills including Word, Excel, PowerPoint and Outlook
• Ability to analyse and interpret data clearly and produce reports
• A proactive, creative approach to problem‑solving and service improvement
• A positive influence on colleagues and stakeholders

Nice to haves

• Previous experience working in a complaints environment

For added brilliance

• Empathy, resilience and a genuine passion for delivering excellent customer service
• Ability to build strong relationships and champion continuous improvement

Benefits

• Annual salary: £31,740 p/a + Excellent Benefits
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme – up to 9.5% employer contribution
• Enhanced family‑friendly leave
• Health cash plan – claim up to £1,800 for everyday health costs
• Life cover and income protection
• Hybrid working, modern offices, free parking and EV charging
• 30+ qualified Mental Health First Aiders
• Car leasing via salary sacrifice (permanent colleagues)
• Funded training, qualifications and apprenticeships
• 3 paid volunteering days
• Peer‑recognition rewards platform
• Paid professional subscription (one per year)

Working hours

• 37 hours per week, Monday to Friday
• Monday–Thursday: 09:00–17:30
• Friday: 09:00–17:00
• Hybrid working: 2 days in the office, 3 days from home
• Contract type: 12‑month fixed‑term contract

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in the local communities
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 05/05/2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.