Customer Resolutions Officer (12m FTC)

Paradigm Housing Group; High Wycombe; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading housing provider in the UK is seeking a Customer Resolution Officer for a 12-month Fixed-Term Contract. The role involves handling complaints and driving service improvements. Candidates should possess excellent customer service skills, investigative abilities, and a flair for writing professionally. Opportunities for contract extension and career development are available. The position offers hybrid working with time spent both in the office and remote.

Benefits

Holidays 25 days rising to 30

Pension scheme

Car leasing scheme

Annual bonus potential

Professional subscription paid

Family friendly policies

Health cash plan

Paid volunteer days

Free parking and charging points

Career development opportunities

Social events

Qualifications

• Passion for helping customers.
• Ability to deliver fair and objective solutions.
• Skill in writing professionally and friendly.

Responsibilities

• Handle a caseload of complaints.
• Use customer insight to drive service improvement.
• Work within a team to influence outcomes.

Skills

Excellent customer service skills

Investigative skills

Ability to problem solve

Influencing skills

Job description

We're Growing! Join Paradigm as a Customer Resolution Officer

The Opportunity

We're excited to announce that due to continued growth across the business we've signed off five new roles in our Customer Resolution Team! These positions are being offered on a 12-month FTC basis.

About the Role

Here at Paradigm we are committed to delivering excellent services to our residents and are constantly striving to drive improvement. We pride ourselves on listening to them and taking their feedback seriously. We view each complaint as an opportunity to identify what went wrong, put things right and use this insight to drive service improvements.

We are looking for someone with excellent customer service skills and a flair for writing in a way that is professional, friendly and can cut through the jargon for our residents. You will need to apply your investigative skills and take ownership of a caseload of complaints to deliver a fair and objective solution. If you have a passion for helping customers, can problem solve, influence others and identify lessons we can learn you sound like the perfect fit!

This is an interesting and fulfilling role where no day is the same. You will work within a wonderful team and have the opportunity to use customer insight to drive service improvement and influence outcomes for our residents.

Contract & Future Opportunities

These roles are being offered on a 12-month Fixed-Term Contract but we want to be transparent and encouraging: there is potential for contract extensions or even permanent opportunities to arise especially as our organisation continues to grow and evolve.

Paradigm Housing Group will merge with Settle on 27th October, marking an exciting new chapter for both organisations. While these roles are currently offered as FTCs the merger may open up new possibilities across the wider group. Even if a permanent role or contract extension doesn't materialise you'll still gain valuable experience working for one of the UK’s leading housing providers, contributing to meaningful work that directly impacts our customers and communities.

We're committed to supporting your development and making your time with us rewarding whether it's for 12 months or beyond.

Working Hours & Location

• Full-time 37 hours per week (Monday to Friday 9am-5:30pm)
• Hybrid working: 2 days in our modern Wooburn Green office (with free parking) and 3 days from home

Closing Date: Monday 20th of October

How to Apply

To apply simply submit your CV and answer a few short questions plus a covering letter. This helps us assess your application against the essential and desirable criteria outlined in the job description and person specification.

We may close this vacancy early if we find the right candidate, so don't wait – apply today and be part of our exciting growth journey!

Benefits

• Holidays 25 days rising to 30 with length of service (30 days starting for senior roles) plus an extra three paid days off between Christmas and New Year and the opportunity to buy up to another five days.
• Pension scheme: a defined contribution scheme with employer contributions of 7.5% or 9.5% depending on the employee’s contribution rate.
• Car leasing scheme.
• Annual bonus potential.
• 1 paid professional subscription per year.
• Family friendly policies including generous paternity/maternity/shared parental and adoption leave, sabbaticals and more.
• Health cash plan worth over £1,800 per year. Includes dental, optical, prescriptions, flu jabs, physiotherapy, chiropractic therapy, reflexology, sports massage and more.
• Hybrid working for many roles.
• Up to three paid Giving Back (volunteer) days a year.
• Modern collaborative offices with free parking and charging points for electric vehicles.
• Opportunities for career development and progression.
• Social events such as quiz nights, Christmas Party, Summer BBQ.