At a Glance
- Tasks: Build strong relationships with residents and manage neighbourhoods to ensure they thrive.
- Company: Join SettleParadigm, the largest housing group in the region with a social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, flexible working, and health benefits.
- Other info: Inclusive workplace committed to diversity and personal development opportunities.
- Why this job: Make a real difference in communities while growing your career in a supportive environment.
- Qualifications: Strong customer focus, excellent communication skills, and a full driving licence required.
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
Salary: £39,019 + Excellent Benefits
Location: Hybrid working (two days per week in our High Wycombe office, with travel across Buckinghamshire and surrounding areas, two to three days per week working from home)
Contract: x 1, 12 month Fixed-Term Contract, x2 6 month Fixed-Term Contracts
Travel: Own car and business insurance required (mileage paid at 55p per mile, minus commuting)
Patch: Buckinghamshire and surrounding counties
Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, we are 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 have 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 would love to welcome you on our journey. Together, we are building a better future.
About the role
We have evolved our traditional Housing Officer role into a more holistic, resident-focused position: Customer and Neighbourhood Officer. This is a highly visible role where you will spend time in our communities, build strong relationships with residents and ensure neighbourhoods are safe, well-managed and thriving. You will provide a proactive, responsive and compassionate service, working closely with residents to understand their needs and help them sustain their tenancies. You will manage a mixed-tenure patch, handle day-to-day and complex cases, and work collaboratively with colleagues and partners to deliver area plans and improve neighbourhoods. Every day, you will make a meaningful difference to the lives of the people who call our homes theirs.
What you will do
- Deliver a visible, proactive and resident-focused neighbourhood management service
- Build strong, trusting relationships with residents and act as a consistent point of contact
- Ensure high levels of service performance and customer satisfaction
- Identify when specialist support is needed to help residents sustain their tenancies
- Use data insights to drive improvements across your patch
- Manage a varied caseload, including complex tenancy and neighbourhood issues
- Work collaboratively with internal teams and external partners to deliver area plans
- Advocate for residents and ensure services meet our Customer Care Standards
- Travel across Buckinghamshire and surrounding areas as part of your role
What we are looking for
- Must haves
- Strong customer focus and understanding of social housing issues and legislation
- Experience managing a varied and demanding workload, including case management
- Excellent written and verbal communication skills, with the ability to influence and negotiate
- Ability to work independently, stay organised and manage competing priorities
- Commitment to continuous personal and professional development
- A positive, proactive approach and the ability to build strong relationships
- Full driving licence, access to your own vehicle and ability to travel across Buckinghamshire
- Business mileage paid at 55p per mile (minus home-to-work commute)
- Nice to haves
- Knowledge of ASB, tenancy sustainment, safeguarding, benefits or housing law
- Experience working in a regulated environment
- CIH Level 3 qualification
- Experience signposting residents to support services such as Citizens Advice or debt management
- Confidence supporting residents in challenging situations
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: £39,019 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
- 2 paid volunteering days in the local communities
- Peer-recognition rewards platform
- Paid professional subscription (one per year)
Working Hours
37 hours per week
09:00 - 17:30 Monday - Thursday
09:00 - 17:00 Friday
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 will 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: 24th September, 2026
We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
Customer and Neighbourhood Officer x3 (FTC) in Bourne End employer: Paradigm Housing
SettleParadigm is an exceptional employer, offering a supportive and inclusive work environment where employees can thrive while making a meaningful impact in the community. With competitive salaries, generous benefits including a robust pension scheme, flexible working arrangements, and opportunities for professional development, we empower our team to grow their careers while contributing to the delivery of high-quality housing services across Buckinghamshire, Bedfordshire, and Hertfordshire. Join us in building a better future together, as we champion a culture of accountability and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer and Neighbourhood Officer x3 (FTC) in Bourne End
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Paradigm Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Paradigm Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer and Neighbourhood Officer x3 (FTC) in Bourne End
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Paradigm Housing:Your cover letter is your chance to shine! Tell us why you want to work at Paradigm Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Paradigm Housing!
How to prepare for a job interview at Paradigm Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
