Complaints Coordinator

Paradigm Housing Group; Letchworth; Hybrid; GBP 31,000; Full time

Job summary

A leading housing organization in England is seeking a Customer Resolution Coordinator to enhance customer service quality. This role involves managing complaints efficiently, providing empathetic support to residents, and collaborating across teams to achieve resolution. Candidates should exhibit strong communication and administrative skills, along with a customer-friendly approach. The position offers a salary of £30,697 and generous benefits, including flexible working options and a commitment to employee development.

Benefits

25 days holiday plus Christmas closure

Generous pension scheme

Health cash plan

Flexible working (hybrid options)

Funded training and qualifications

Paid volunteering days

Qualifications

• Ability to build rapport with customers.
• Well organized and able to manage workload proactively.
• Experience working in a regulated environment is a plus.

Responsibilities

• Review initial complaints and understand residents' concerns.
• Manage high volumes of complex complaints at triage.
• Provide regular updates to residents and record interactions.

Skills

Excellent customer service

Administration skills

Writing skills

Communication skills

Empathetic service approach

Tools

Microsoft Office

Job description

Use your complainthandling experience and strong administrative abilities to support our Customer Resolution Team as a Customer Resolution Coordinator. This is an opportunity to make a real and positive difference to our customers.

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 27,000 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.

The customer resolution team plays a pivotal role in ensuring residents get the right outcome when things go wrong. We work in a regulated environment, and our actions and activities have the potential for significant impact on the lives of residents.

The Customer Resolution Coordinator plays a crucial role in reviewing all incoming complaints to agreed timescales, making the initial contact with residents to understand how we can help with their complaint, and is responsible for the recording and initial assessment of complaints before assigning to a complaint investigator.

The team has a culture of continuous improvement, professional standards, and accountability. We work in collaboration with teams from across SettleParadigm and in adherence with the Housing Ombudsman’s Complaint Handling Code

Key Responsibilities:

• Review initial complaint referrals, making empathetic contact with residents both in writing and by phone to understand their concerns
• Manage high volume of sometimes complex complaints at triage, making sure they are acknowledged, correctly assessed, recorded, and responded to in line with complaint handling policy
• Provide regular updates to residents and record all interactions on our CRM system
• Work collaboratively with colleagues and monitor and action outstanding complaint actions
• Support the customer resolution team

What We’re Looking For

Must haves:

• Excellent customer service, administration, writing, and communication skills
• A professional and empathetic service approach with an ability to build rapport with customers
• Good working knowledge of IT systems, including Microsoft Office
• Well organised, able to manage own workload and proactively drive customer complaints through to resolution
• Work with colleagues at different levels to achieve the quickest resolution for the customer

Nice to haves:

• Experience within a regulated environment working with complaints from initial triage to resolution.

For added Brilliance:

• be a professional in the housing sector by aiming towards and achieving professional development through the chartered institute of housing

Benefits

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• annual salary: £30,697 per annum
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
• Life cover and income protection
• Flexible working – hybrid options, modern offices, free parking & EV charging

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

• 30+ qualified 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: 2nd December2025