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- Tasks: Help residents resolve complaints with empathy and effective communication.
- Company: Join Settle, a community-focused organisation dedicated to inclusivity and support.
- Benefits: Enjoy flexible working, generous leave, and personal development opportunities.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Strong customer service skills and a knack for problem-solving.
- Other info: Be part of a diverse team with a commitment to community values.
The predicted salary is between 29000 - 37000 £ per year.
Overview
We are looking for a Customer Resolution Coordinator to provide comprehensive, sensitive, and effective complaint administration to support our residents across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire.
Welcome to Settle, where our brand-new 2030 strategy marks the start of an exciting journey. As we remain committed to delivering exceptional service to our residents, there\’s never been a better time to join our team. At Settle, our colleagues live our values every day, creating a collaborative, kind, trusted, inclusive, committed, and proud community.
Our diverse and growing team prides itself on offering tailored support for both residents and each other, driven by continuous feedback. We\’re dedicated to creating an inclusive and diverse culture where everyone feels confident and supported to be their true selves. At Settle, colleagues love their work because they make a meaningful difference every day. Our friendly culture creates an environment where everyone can thrive. If you\’re looking for a place where your contributions are valued and you can truly grow, Settle is the perfect place for you.
Responsibilities
- Review initial complaint referrals, making empathetic contact with residents both in writing and by phone to understand their concerns
- Manage high volume of sometimes complex complaints at triage, ensuring they are acknowledged, correctly assessed, recorded, and responded to in line with the complaint handling policy
- Provide regular updates to residents and record all interactions on our CRM system
- Work collaboratively with colleagues and monitor and action outstanding complaint actions
- Support the Customer Resolution team and ensure complaints are acknowledged and assigned correctly
We Are Looking For Someone Who Has
- Excellent customer service, administration, writing, and communication skills
- A professional and empathetic service approach with an ability to build rapport with customers
- Good working knowledge of IT systems, including Microsoft Office
- Well organised, able to manage own workload and proactively drive customer complaints through to resolution
- Ability to work with colleagues at different levels to achieve the quickest resolution for the customer
Benefits
At Settle, our friendly and hard-working colleagues are proud to be relentlessly resident focused, and we believe that dedication deserves a stellar benefits package. Here’s what we offer to our amazing colleagues:
- annual salary: £32,665.5 per annum
- flexible working: hybrid and flexible options available (role-dependent)
- generous leave: 27 days of annual leave, increasing to 32 days with length of service
- family leave: enhanced maternity, paternity, and adoption leave
- pension contributions: up to 10% from Settle
- healthcare cash plan: for your health and wellness
- flexible benefits: cash towards your health and wellbeing
- development: excellent personal and professional growth opportunities
And that’s just the beginning! We’re also thrilled to provide:
- fresh fruit Mondays: keep your energy up with healthy snacks
- colleague-led campaigns and celebrations: wellbeing weeks and charity bake sales
- volunteering days: 2 paid days to give back to the communities we work in
- secure parking: free onsite parking and bike sheds too
- local discounts: enjoy perks from our community partners
- mental health support: access to counseling sessions and mental health resources
- feedback commitment: we listen to our colleagues and take action
- shower facilities: perfect for those who cycle to work or hit the gym
- early finish Friday: a kickstart to the weekend
At Settle, we’re committed to creating a workplace where everyone feels valued and supported. Join us and enjoy the benefits of working in a collaborative, kind, and inclusive environment.
Our Future
We are pleased to announce that Settle and Paradigm Housing Group have agreed to merge to form a new organisation operating primarily across Buckinghamshire, Hertfordshire and Bedfordshire. The target completion date for the legal merger is 27 October 2025.
Our Commitment
Our culture at Settle is inclusive and celebrates the differences in everyone. We are committed to creating an inclusive workforce by reflecting and representing the diversity of today’s society. We would like to encourage applicants from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from global majority communities.
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 so you can fully participate in the recruitment process.
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: 22nd October 2025
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Customer Resolution Coordinator employer: settle
Contact Detail:
settle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Coordinator
✨Tip Number 1
Get to know the company culture! Before your interview, check out Settle's values and think about how you can align your experiences with their commitment to inclusivity and collaboration. This will show them you're not just a fit for the role, but for the team too.
✨Tip Number 2
Practice your communication skills! As a Customer Resolution Coordinator, you'll need to connect with residents empathetically. Try role-playing common complaint scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 3
Be proactive in your follow-ups! After applying through our website, don’t hesitate to reach out to the hiring team. A friendly email expressing your enthusiasm can set you apart from other candidates.
✨Tip Number 4
Showcase your organisational skills! Prepare examples of how you've managed complex tasks or complaints in the past. This will demonstrate your ability to handle the high volume of cases mentioned in the job description.
We think you need these skills to ace Customer Resolution Coordinator
Some tips for your application 🫡
Show Your Empathy: As a Customer Resolution Coordinator, empathy is key! Make sure your application reflects your understanding of customer concerns. Use examples that showcase your ability to connect with people and resolve issues sensitively.
Be Clear and Concise: When writing your application, clarity is crucial. Keep your language straightforward and avoid jargon. We want to see how well you can communicate, so make every word count!
Highlight Your Organisational Skills: This role involves managing a high volume of complaints, so show us how organised you are! Mention any tools or methods you use to stay on top of tasks and ensure nothing slips through the cracks.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the role. Highlight relevant experience and skills that align with our values at Settle. And remember, apply through our website for the best chance!
How to prepare for a job interview at settle
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Resolution Coordinator. Familiarise yourself with complaint handling processes and the importance of empathy in customer service. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples of how you've effectively communicated with customers in the past. Think about times when you resolved complaints or built rapport with clients. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Demonstrate Empathy
Empathy is key in this position. Be ready to discuss how you approach sensitive situations and how you ensure residents feel heard and valued. You might even want to share a personal story that highlights your empathetic nature, as this aligns perfectly with Settle's values.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the complaint handling process, and how success is measured in this role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.