Customer Resolutions Coordinator; FTC

Customer Resolutions Coordinator (12m FTC)

Join to apply for the Customer Resolutions Coordinator (12‑month FTC) role at Paradigm Housing Group
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Location: High Wycombe (hybrid working – 2 days in the office, 3 days from home).

At Settle Paradigm, 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.

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.

• 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

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

At Settle Paradigm 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)

• 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

We are committed to creating an inclusive workforce, reflecting and representing the diversity of the communities we serve. We encourage applications from…