Customer Hub Advisor

SettleParadigm; Letchworth; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Generous pension

Health cash plan

Life cover and income protection

Hybrid working and free parking

Volunteering days

Job summary

SettleParadigm is hiring a Customer Hub Advisor in Letchworth to deliver exceptional resident support. You’ll handle repairs, payments, tenancy changes and information inquiries with empathy and professionalism.

The role involves a mix of office and home-based work, 37 hours per week on a fixed-term basis, starting with a salary of £30,786 and excellent benefits. Training and inclusive teamwork help you grow while serving the community.

Qualifications

• Experience delivering excellent customer service (must have)
• Clear and confident communication
• Ability to complete admin tasks accurately and consistently
• Calm, supportive approach in challenging conversations
• Confident to ask questions, listen, and find the right solution
• Ability to manage workload during busy periods
• Willingness to take part in a practical recruitment event

Responsibilities

• Responding to customers by phone, email, and live chat
• Support 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

Clear communication

Administrative tasks

Calm and supportive approach

Questioning and listening

Workload management

Practical recruitment event readiness

Tools

CRMs / systems

Job description

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.

At SettleParadigm, our Customer Hub is the first point of contact for residents. Every conversation matters, whether it’s about repairs, payments, tenancy changes or simply helping someone find the right information. If you enjoy helping people and want to make a real difference every day, this could be a great opportunity.

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 & apprenticeships
• 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.

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

Closing Date

28th September.

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