At a Glance
- Tasks: Be the first point of contact for customers and resolve their concerns efficiently.
- Company: Join a forward-thinking organisation dedicated to customer satisfaction.
- Benefits: Enjoy a competitive salary, generous holiday, and excellent health benefits.
- Other info: Hybrid working model with opportunities for professional development and volunteering.
- Why this job: Make a real difference by improving customer experiences and driving service excellence.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 31740 - 31740 € per year.
Location: Wooburn Green, High Wycombe. Hybrid working: 2 days in the office, 3 days from home. Salary: £31,740 p/a + Excellent Benefits.
About the role
Complaints are a gift, they help us understand where things go wrong, put things right and continually improve. As our Customer Resolutions Co‑ordinator, you will serve as the first point of contact for customers, acknowledging and logging their feedback, understanding the scope of their concerns and ensuring each case is allocated appropriately. You will also manage low‑level dissatisfaction and informal complaints directly, working with customers to resolve issues quickly and fairly. Additionally, you will provide essential administrative support to the Customer Resolutions Team – managing the mailbox, handling inbound calls, processing compensation claims, preparing Ombudsman packs and supporting customer satisfaction surveys.
Key responsibilities
- Provide efficient administrative support to the Customer Resolutions Team
- Act as the first point of contact for customer queries via phone and email
- Manage the team mailbox and triage complaints 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 support customer satisfaction surveys
- Respond professionally to correspondence from customers and stakeholders
- Provide feedback on service improvements to support 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
- Strong problem‑solving skills and ability to investigate complaints using corporate systems
- Confidence in assessing situations, making decisions and concluding enquiries
- Ability to manage competing priorities in a fast‑paced environment
- Strong IT skills including Word, Excel, PowerPoint and Outlook
- Ability to analyse and interpret data clearly and produce reports
- A proactive, creative approach to problem‑solving and service improvement
- A positive influence on colleagues and stakeholders
Nice to haves
- Previous experience working in a complaints environment
For added brilliance
- Empathy, resilience and a genuine passion for delivering excellent customer service
- Ability to build strong relationships and champion continuous improvement
Benefits
- Annual salary: £31,740 p/a + 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
- 3 paid volunteering days
- Peer‑recognition rewards platform
- Paid professional subscription (one per year)
Working hours
37 hours per week, Monday to Friday
Monday–Thursday: 09:00–17:30
Friday: 09:00–17:00
Hybrid working: 2 days in the office, 3 days from home
Contract type: 12‑month fixed‑term contract
Our Commitment
We are committed to creating an inclusive workforce, by 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 underrepresented groups.
Accessibility and Adjustments
We are committed to providing reasonable adjustments throughout our recruitment process and we will always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.
Closing Date: 05/05/2026
Customer Resolutions Co‑ordinator (12‑month FTC) employer: SettleParadigm
As a Customer Resolutions Co-ordinator at our Wooburn Green location, you will join a supportive and inclusive work culture that values your contributions and prioritises employee well-being. With hybrid working options, generous benefits including a robust pension scheme, and opportunities for professional development, we empower our team members to grow while making a meaningful impact on customer satisfaction. Our commitment to diversity and community engagement further enhances the rewarding experience of being part of our organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Co‑ordinator (12‑month FTC)
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Resolutions Co-ordinator, you'll need to be clear and confident when dealing with customers. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info 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 serious about joining our team and ready to take the next step in your career.
We think you need these skills to ace Customer Resolutions Co‑ordinator (12‑month FTC)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Resolutions Co-ordinator role. Highlight your relevant experience and skills that match the job description, especially your communication and problem-solving abilities.
Showcase Your Customer Service Skills:Since this role is all about resolving customer issues, share specific examples of how you've successfully handled complaints or dissatisfaction in the past. We want to see your empathy and resilience in action!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. This will demonstrate your excellent written communication skills right from the start!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at SettleParadigm
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Customer Resolutions Co-ordinator role. Familiarise yourself with the key responsibilities and required skills mentioned in the job description. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully resolved customer complaints or managed administrative tasks. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your problem-solving skills and ability to handle low-level dissatisfaction effectively.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is a must-have, practice articulating your thoughts clearly. You might even want to prepare a few questions to ask during the interview. This shows your interest in the role and gives you a chance to demonstrate your communication prowess.
✨Emphasise Your Proactive Approach
Highlight instances where you've taken the initiative to improve processes or resolve issues before they escalated. This aligns with their desire for someone who champions continuous improvement and can manage competing priorities in a fast-paced environment.
