Customer Resolutions Coordinator

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 SettleParadigm, 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, high quality homes, neighbourhoods we can be proud of and maximising 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 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. 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.

• 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 SettleParadigm, 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 that's just the beginning We're 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)

• 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 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: 06/01/2026

We reserves the right to close this vacancy earlier than the closing date should we find a suitable candidate.