Customer Resolutions Coordinator; FTC

Position: Customer Resolutions Coordinator (12m FTC)
Customer Resolutions Co-ordinator (12-month FTC) Location :
High Wycombe / hybrid working (2 days in the office, 3 days from home) Are you looking to join a growing, values-led organisation with a clear social purpose? At Settle Paradigm, were 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, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build.

Through our merger weve 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, wed love to welcome you on our journey. Together, were building a better future.

About the Role 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, youll be the first point of contact for customers, acknowledging, logging, and understanding the scope of their feedback. Youll assess each complaint, allocate it appropriately, and manage low-level dissatisfaction and informal complaints directly with customers.

Youll also deliver efficient administration support to the Customer Resolutions Team, managing inbound calls, the mailbox, compensation claims, and customer satisfaction surveys. This is a varied and fulfilling role where no two days are the same, working within a supportive team and building strong relationships with colleagues and customers.

Key Responsibilities:

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

What Were Looking For 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 Benefits At Settle Paradigm, 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: £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 And thats just the beginning! Were also thrilled to provide: 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) Working Hours

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 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…