At a Glance
- Tasks: Be the first point of contact for residents, helping with enquiries and providing excellent service.
- Company: Join SettleParadigm, the largest housing group in the region with a clear social purpose.
- Benefits: Enjoy a competitive salary, generous holiday, flexible working, and funded training opportunities.
- Other info: Participate in a unique recruitment event to showcase your strengths in a friendly setting.
- Why this job: Make a real difference in your community while growing your career in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30786 - 30786 £ per year.
Salary: £30,786 + excellent benefits
Location: Letchworth Garden City
Hybrid: 2.5 days in the office, 2.5 days from home
Contract: Fixed‑term (various lengths)
Hours: Full‑time (37 hours) or part‑time (30 hours)
Are you looking to join a growing, values‑led organisation with a clear social purpose? 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 ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.
We’re excited to be recruiting x3 Customer Hub Advisors to join our friendly, supportive team. These roles are open to both internal and external applicants, and we’re offering a mix of full‑time and part‑time fixed‑term contracts.
At SettleParadigm, our Customer Hub is the first point of contact for residents. Every conversation matters, whether it’s about repairs, payments, tenancy changes or simply helping someone find the right information. If you enjoy helping people and want to make a real difference every day, this could be a great opportunity.
About The Role
As a Customer Hub Advisor, you’ll be the first person our customers speak to. You’ll listen carefully, understand what they need and work with colleagues across the organisation to get things sorted. You’ll handle a wide range of enquiries, from repairs and tenancy changes to payments, complaints and safeguarding concerns. Some calls will be simple, others more challenging, but you’ll approach each one with patience, empathy and professionalism. This is a role where you’ll learn a lot, build strong relationships and play a key part in helping us deliver a service residents can trust.
A Different Kind of Recruitment Process
Instead of a traditional interview, we’re running a practical recruitment event. You’ll take part in short, practical activities that mirror the real work of the Customer Hub. This will give you a clear sense of what the role involves and allow us to see your strengths in action. The session is friendly, supportive and designed to help you feel comfortable and confident. If your application is shortlisted, our team will contact you to explain the process and book you into one of our Customer Hub recruitment mornings.
Key Responsibilities/Typical Day In The Hub
- Responding to customers by phone, email and live chat
- Supporting tenancy changes such as successions and assignments
- Booking repairs and working with Property Services
- Managing mutual exchange requests
- Processing garage lettings and terminations
- Raising purchase orders and invoices
- Recording accurate information on our systems
- Handling complaints fairly and professionally
- Taking payments safely and correctly
- Spotting safeguarding concerns and escalating them
Must Haves
- Experience delivering excellent customer service
- Clear and confident communication skills
- Ability to complete admin tasks accurately and consistently
- A calm, supportive approach — even when conversations are challenging
- Confidence to ask questions, listen actively and find the right solution
- Ability to manage your workload during busy periods
- Willingness to take part in a practical recruitment event
Nice To Haves
- Experience in a front‑line customer service or contact centre environment
- Understanding of social housing
- Interest in working towards a CIH qualification
- Confidence using multiple systems or learning new digital tools
Contract Options Available
- 2 x Full‑time (37 hours per week) — fixed‑term contract
- 1 x Part‑time (30 hours per week) — fixed‑term contract
Benefits
- Annual salary: £30,786 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
- 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
37 hours per week Monday – 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 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: 24th of July 2026. We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
Customer Hub Advisor in Letchworth employer: SettleParadigm
SettleParadigm is an exceptional employer, dedicated to fostering a supportive and inclusive work environment where employees are valued and encouraged to grow. With a strong commitment to social purpose, we offer competitive salaries, generous benefits, and opportunities for professional development, all while working in a hybrid model that promotes work-life balance. Join us in making a meaningful impact in the communities we serve, as we strive to build more affordable homes and enhance the quality of life for our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Hub Advisor in Letchworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SettleParadigm. 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 SettleParadigm 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 Hub Advisor in Letchworth
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 SettleParadigm:Your cover letter is your chance to shine! Tell us why you want to work at SettleParadigm 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 SettleParadigm!
How to prepare for a job interview at SettleParadigm
✨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.
