Charitable housing association managing affordable homes across South East England.
Provide feedback on service improvements to drive efficiencies and value for money
Provide efficient administration support to the Customer Resolutions Team
Respond appropriately to correspondence from customers and stakeholders in line with Customer Care Standards
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.
Resolve low-level dissatisfaction and informal complaints directly with customers
Assist with complaint analysis to identify themes and learning opportunities
Manage the mailbox and inbound calls, triaging complaints and allocating appropriately
Compile weekly reports on complaints, MP enquiries, and Housing Ombudsman investigations
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.
Prepare Ombudsman packs and manage customer satisfaction surveys
Process compensation claims in line with policy and timescales
Be the first point of contact for customer queries via phone and email
Strong IT skills including Word, Excel, PowerPoint, and Outlook
Excellent written and verbal communication skills
Empathy, resilience, and a passion for delivering excellent customer service
Strong problem-solving skills and ability to investigate complaints using corporate systems
Ability to manage competing priorities
Proactive and creative approach to problem-solving and service improvement
Ability to analyse and interpret data clearly and provide reports
Ability to build strong relationships and drive continuous improvement
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.
Positive influence on colleagues and stakeholders
Ability to take personal responsibility for assessing situations, making decisions, and concluding enquiries
Ability to communicate and negotiate effectively with residents, partners, landlords, and contractors, even in difficult situations
Previous experience working in a complaints environment
30+ qualified Mental Health First Aiders available to support
3 paid volunteering days in the local communities
Flexible working – hybrid options, modern offices, free parking & EV charging
Peer-recognition rewards platform
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.
Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
Hybrid working: 2 days per week in the office, 3 days from home
Annual salary: £30,697 per annum
Family-friendly leave: Enhanced maternity, paternity, and adoption leave
Paid professional subscription (one per year)
25 days holiday, increasing with service, plus Christmas closure and buy options
Life cover and income protection
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.
Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
Funded training, qualifications & apprenticeships