Customer Hub Advisor

Paradigm Housing Group; Letchworth; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual salary £30,786

Hybrid working

Excellent benefits

Job summary

SettleParadigm in Letchworth is seeking a Customer Hub Advisor to deliver frontline customer support across calls, email and live chat. You will handle tenancy changes, repairs bookings and payments, while collaborating with Property Services to resolve issues and maintain accurate records.

The role offers a hybrid model (2 days in the office, 3 days from home) and full-time hours (37 per week). Strong communication and a calm, customer-focused approach are essential.

Qualifications

• Experience delivering excellent customer service.
• Clear and confident communication skills.
• Ability to complete admin tasks accurately and consistently.
• A calm, supportive approach, even when conversations are challenging.
• Willingness to take part in a practical recruitment event.
• Ability to manage your workload during busy periods.

Responsibilities

• Responding to customers by phone, email and live chat
• Supporting tenancy changes such as successions and assignments
• Booking repairs and working with Property Services
• Managing mutual exchange requests
• Processing garage lettings and terminations
• Raising purchase orders and invoices
• Recording accurate information on our systems
• Handling complaints fairly and professionally
• Taking payments safely and correctly
• Spotting safeguarding concerns and escalating them

Skills

Customer service

Communication skills

Administration

Active listening

Workload management

Assessment readiness

Calm demeanour

Job description

Customer Hub Advisor
Salary: £30,786 plus excellent benefits
Location: Letchworth Garden City
Hybrid: 2 days per week in the office, 3 days per week from home.
Contract: Fixed‑term (various lengths)
Hours: Full‑time (37 hours)

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.

We’re excited to be recruiting Customer Hub Advisors to join our friendly, supportive team. These roles are open to both internal and external applicants, and we’re offering a mix of full‑time and part‑time fixed‑term contracts.

About the role

As a Customer Hub Advisor, you’ll be the first person our customers speak to. You’ll listen carefully, understand what they need and work with colleagues across the organisation to get things sorted.

You’ll handle a wide range of enquiries, from repairs and tenancy changes to payments, complaints and safeguarding concerns. Some calls will be simple, others more challenging, but you’ll approach each one with patience, empathy and professionalism.

This is a role where you’ll learn a lot, build strong relationships and play a key part in helping us deliver a service residents can trust.

A different kind of recruitment process

Instead of a traditional interview, we’re running an invite only practical recruitment event on Wednesday 30 September.

You’ll take part in short, practical activities that mirror the real work of the Customer Hub. This will give you a clear sense of what the role involves and allow us to see your strengths in action. The session is friendly, supportive and designed to help you feel comfortable and confident.

If your application is shortlisted, our team will contact you to explain the process and book you into one of our Customer Hub recruitment mornings.

Key responsibilities / typical day in the Hub

• Responding to customers by phone, email and live chat
• Supporting tenancy changes such as successions and assignments
• Booking repairs and working with Property Services
• Managing mutual exchange requests
• Processing garage lettings and terminations
• Raising purchase orders and invoices
• Recording accurate information on our systems
• Handling complaints fairly and professionally
• Taking payments safely and correctly
• Spotting safeguarding concerns and escalating them

What we’re looking for

Must haves

• Experience delivering excellent customer service
• Clear and confident communication skills
• Ability to complete admin tasks accurately and consistently
• A calm, supportive approach, even when conversations are challenging
• Confidence to ask questions, listen actively and find the right solution
• Ability to manage your workload during busy periods
• Willingness to take part in a practical recruitment event

Nice to haves

• Experience in a front‑line customer service or contact centre environment
• Understanding of social housing
• Interest in working towards a CIH qualification
• Confidence using multiple systems or learning new digital tools

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: £30,786 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:

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

Working Hours

• 37 hours per week

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.

Closing Date: 28th September.

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