Customer Resolutions Coordinator (12m FTC)

Paradigm Housing; Knotty Green; Hybrid; GBP 31,000; Full time

Job summary

A values-led housing group in the UK is seeking a Customer Resolutions Co-ordinator for a 12-month fixed-term contract. The role involves handling customer feedback, managing complaints, and providing efficient administration support. Applicants should have excellent communication and problem-solving skills, strong IT capabilities, and an ability to manage customer queries. This hybrid position offers a supportive environment to grow your career while contributing to community-building efforts. Salary is £30,697 per annum with various benefits.

Benefits

25 days holiday, increasing with service

Generous pension scheme

Health cash plan

Life cover and income protection

Flexible working options

Funded training and qualifications

Qualifications

• Must have strong problem-solving skills and ability to investigate complaints.
• Ability to communicate effectively, even in difficult situations.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Provide efficient administration support to the Customer Resolutions Team.
• Be the first point of contact for customer queries via phone and email.
• Manage the mailbox and inbound calls, triaging complaints.

Skills

Excellent written and verbal communication skills

Strong problem-solving skills

Strong IT skills including Word, Excel, PowerPoint, and Outlook

Ability to communicate and negotiate effectively

Ability to manage competing priorities

Job description

Customer Resolutions Co-ordinator (12-month FTC)

Location : High Wycombe / hybrid working (2 days in the office, 3 days from home)

Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, were 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 weve 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, wed love to welcome you on our journey. Together, were building a better future.

About the Role

We view complaints as a gift, using customer insight to identify service failures, put things right and drive improvement. As a Customer Resolutions Co-ordinator, youll be the first point of contact for customers, acknowledging, logging, and understanding the scope of their feedback. Youll assess each complaint, allocate it appropriately, and manage low-level dissatisfaction and informal complaints directly with customers. Youll also deliver efficient administration support to the Customer Resolutions Team, managing inbound calls, the mailbox, compensation claims, and customer satisfaction surveys. This is a varied and fulfilling role where no two days are the same, working within a supportive team and building strong relationships with colleagues and customers.

Key Responsibilities

• Provide efficient administration support to the Customer Resolutions Team
• Be the first point of contact for customer queries via phone and email
• Manage the mailbox and inbound calls, triaging complaints and allocating 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 manage customer satisfaction surveys
• Respond appropriately to correspondence from customers and stakeholders in line with Customer Care Standards
• Provide feedback on service improvements to drive efficiencies and 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, even in difficult situations
• Strong problem-solving skills and ability to investigate complaints using corporate systems
• Ability to take personal responsibility for assessing situations, making decisions, and concluding enquiries
• Ability to manage competing priorities
• Strong IT skills including Word, Excel, PowerPoint, and Outlook
• Ability to analyse and interpret data clearly and provide reports
• Proactive and creative approach to problem-solving and service improvement
• Positive influence on colleagues and stakeholders

Nice to haves :

• Previous experience working in a complaints environment
• Empathy, resilience, and a passion for delivering excellent customer service
• Ability to build strong relationships and drive continuous improvement

Benefits

• 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
• 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)

Working Hours

• Hours :
• 37 hours per week, Monday – Friday
• Thursday : 09:00 – 17:30
• Friday : 09:00 – 17:00
• Hybrid working : 2 days per week in the office, 3 days from home

Contract type

12-month fixed-term contract

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 well 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 : 06 / 01 / 2026

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

TPBN1_UKTJ