Customer Service Advisor

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

Benefits offered by this job

Hybrid working

25 days holiday

Generous pension scheme

Health cash plan

Life cover

Training and apprenticeships

Job summary

SettleParadigm invites enthusiastic, customer-focused individuals to join our Contact Centre as Customer Service Advisors. You will be the first point of contact for housing customers, resolving enquiries across housing and repairs, and ensuring every interaction reflects our Customer Care Standards.

The role offers full training, hybrid working (3 days from home, 2 in the office), and progression within a growing team.

Qualifications

• Excellent written and verbal communication across channels.
• Confidently communicate with customers, colleagues and partners.
• Strong problem-solving and prioritisation abilities.
• Good IT skills with Word, Excel, PowerPoint and Outlook.
• Analytical, with ability to present information clearly and proactively.

Responsibilities

• Handle customer enquiries by phone and email.
• Resolve housing, repairs and tenancy-related issues.
• Work collaboratively with colleagues across the organisation.
• Use your communication skills to deliver excellent customer service.
• Support customers with empathy, clarity and professionalism.

Skills

Communication skills

Confidence in communication

Problem solving

Prioritisation

IT skills

Analytical thinking

Proactive attitude

Tools

Word

Excel

PowerPoint

Outlook

Job description

Customer Service Recruitment Days - 22nd September, 29th September

Time: 09:30-13:00

Location: High Wycombe (full details provided upon shortlisting)

Salary: £30,784 + Excellent Benefits

Contract: 12-month fixed-term contract

Hybrid working: 2 days in the office, 3 days from home (following completion of your 4-5 week mandatory in-person training)

Event Type: Invite Only

Join us and start your career in Customer Service at SettleParadigm

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 the 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 looking to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we'd love to meet you at our Customer Service Recruitment Days.

About The Role

We're looking for enthusiastic, customer focused individuals to join our Contact Centre team as Customer Service Advisors. You'll be the first point of contact for our customers, helping resolve a wide range of housing and repairs-related enquiries and ensuring every interaction reflects our Customer Care Standards.

This is an exciting opportunity to start or develop your career in customer service, with full training, hybrid working and opportunities to grow within a dynamic and supportive team.

What You'll Do

• Handle customer enquiries by phone and email
• Resolve housing, repairs and tenancy-related issues
• Work collaboratively with colleagues across the organisation
• Use your communication skills to deliver excellent customer service
• Support customers with empathy, clarity and professionalism

What We're Looking For

Must haves

• Excellent written and verbal communication skills
• Ability to communicate confidently with customers, colleagues and partners
• Strong problem-solving skills
• Ability to manage competing priorities
• Good IT skills, including Word, Excel, PowerPoint and Outlook
• Ability to analyse information and present it clearly
• A proactive, positive approach to customer service

Nice to haves

• Previous experience in a customer service or contact centre environment

For added brilliance

• Empathy, resilience and a genuine passion for helping people.
• Previous experience working in social housing, local authority or property management.
• Confidence building relationships and supporting continuous improvement.

Training & working arrangements

• Full-time induction for the first 4-5 weeks, office-based. Full-time office attendance is mandatory for both full-time and part-time roles during the induction period. If you wish to work part-time hours, you would still be required to complete the full-time training plan first, and then transition to your part-time hours once training is complete.
• After induction: Hybrid working (3 days from home, 2 days in the office). Hybrid working for Part-Time hours will be discussed at interview stage.
• Full-time roles: 37 hours per week, Monday-Friday (shift times between 08:00-17:30)
• Part-time roles: Minimum 20 hours per week
• All roles offered as 12-month fixed-term contracts

About The Recruitment Days

Following the success of our previous events, we're excited to welcome candidates to our September Customer Service Recruitment Days. These sessions will give you the chance to:

• Learn more about the Customer Service roles available
• Meet hiring managers and team members
• Take part in practical tasks and interviews on the same day

Event details

• Dates: Tuesday the 22nd & Thursday the 29th September 2026
• Time: 09:30-13:00
• Location: Wooburn Green, High Wycombe (full address provided upon shortlisting)

Attendance confirmations will be sent by Friday 18th of September 2026.

Before you apply

As part of the application process, you'll need to answer a few mandatory questions. Incomplete applications cannot be considered for shortlisting.

Benefits

• Annual salary: £30,785 + Excellent Benefits
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme - up to 9.5% employer contribution
• Enhanced family-friendly leave
• Health cash plan - claim up to £1,800 for everyday health costs
• Life cover and income protection
• Hybrid working, modern offices, free parking and EV charging
• 30+ qualified Mental Health First Aiders
• Car leasing via salary sacrifice (permanent colleagues)
• Funded training, qualifications and apprenticeships
• 2 paid volunteering days
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Working Hours

37 hours per week (full-time), part-time also considered (Minimum of 20 hours per week)

• Early shift: 08:00 - 16:30
• Late shift: 09:00 - 17:30

Friday

• Early shift: 08:00 - 16:00
• Late shift: 09:30 - 17:30

If you're interested in part-time working, please state your preferred hours in the application questions section when applying.

Minimum: 20 hours per week.

Our commitment

We are committed to creating an inclusive workforce that reflects the diversity of the communities we serve.

We welcome applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, LGBTQ+; and people from underrepresented groups.

We are also committed to providing reasonable adjustments throughout the recruitment process. Please let us know if you require any support.

Please ensure you fully answer the questions on the application form or your application will not be considered.

Closing date: 18th September, 2026.

We reserve the right to close this vacancy early if a suitable candidate is identified.