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- Tasks: Be the first point of contact for customer feedback and resolve complaints efficiently.
- Company: Join Paradigm Housing Group, the largest housing group in the region.
- Benefits: Enjoy a competitive salary, flexible working, and generous holiday allowance.
- Other info: Hybrid working model with opportunities for professional development and community volunteering.
- Why this job: Make a real difference by improving customer experiences and driving service enhancements.
- Qualifications: Strong communication skills and problem-solving abilities are essential.
The predicted salary is between 30697 - 30697 £ per year.
Join to apply for the Customer Resolutions Coordinator (12‑month FTC) role at Paradigm Housing Group.
Location: High Wycombe (hybrid working – 2 days in the office, 3 days from home).
At SettleParadigm, we’re 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 and maximizing the number of new affordable homes we build.
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, you’ll be the first point of contact for customers, acknowledging, logging and understanding the scope of their feedback. You’ll assess each complaint, allocate it appropriately, and manage low‑level dissatisfaction and informal complaints directly with customers. You’ll also deliver efficient administration support to the Customer Resolutions Team, managing inbound calls, the mailbox, compensation claims, and customer satisfaction surveys.
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
For added brilliance:
- Empathy, resilience, and a passion for delivering excellent customer service
- Ability to build strong relationships and drive continuous improvement
Benefits
At SettleParadigm we believe in creating an environment where our people feel valued, supported, and inspired to grow.
- 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
Monday – 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, reflecting and representing the diversity of the communities we serve. We encourage applications from disadvantaged socio‑economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from under‑represented 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: 06/01/2026
We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
Customer Resolutions Coordinator (12m FTC) employer: Paradigm Housing Group
Contact Detail:
Paradigm Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Coordinator (12m FTC)
✨Tip Number 1
Get to know the company! Research Paradigm Housing Group and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! As a Customer Resolutions Coordinator, you'll need to handle complaints effectively. Role-play with a friend or family member to get comfortable with addressing difficult situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about the opportunity at Paradigm Housing Group.
We think you need these skills to ace Customer Resolutions Coordinator (12m FTC)
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and how your experiences align with what we’re looking for.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Refer back to the job description and match your qualifications with the key responsibilities and must-haves we’ve outlined.
Showcase Your Communication Skills: Since excellent written communication is a must-have for this role, take your time crafting clear and concise responses. Use proper grammar and structure to demonstrate your ability to communicate effectively, just like you would in the role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Paradigm Housing Group
✨Know Your Customer Care Standards
Familiarise yourself with the Customer Care Standards that Paradigm Housing Group upholds. This will help you demonstrate your understanding of their values and how you can contribute to delivering excellent services during the interview.
✨Prepare for Scenario Questions
Expect questions about handling complaints and resolving customer dissatisfaction. Think of specific examples from your past experiences where you successfully managed a complaint or improved a service. This will showcase your problem-solving skills and ability to handle difficult situations.
✨Showcase Your IT Skills
Since strong IT skills are a must-have, be ready to discuss your proficiency in Word, Excel, PowerPoint, and Outlook. You might even want to mention any relevant projects where you used these tools effectively, as it shows you're prepared to hit the ground running.
✨Demonstrate Empathy and Resilience
As a Customer Resolutions Coordinator, empathy is key. Be prepared to talk about how you connect with customers on a personal level, especially when dealing with complaints. Highlighting your resilience in challenging situations will also show that you can maintain a positive influence on colleagues and stakeholders.