Customer Resolutions Co‑ordinator (12‑month FTC - Maternity Cover)
Location: Wooburn Green, High Wycombe.
Hybrid working: 2 days in the office, 3 days from home
Salary: £30,697 + Excellent Benefits
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 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.
About the role
Complaints are a gift, they help us understand where things go wrong, put things right and continually improve. As our Customer Resolutions Co‑ordinator, you'll play a key role in making sure every customer feels heard, respected and supported.
This is a 12‑month fixed‑term contract covering maternity leave, offering a fantastic opportunity to gain experience in a fast‑paced, customer‑focused environment.
You'll be the first point of contact for customers, acknowledging and logging their feedback, understanding the scope of their concerns and ensuring each case is allocated appropriately. You'll also manage low‑level dissatisfaction and informal complaints directly, working with customers to resolve issues quickly and fairly.
Alongside this, you'll provide essential administrative support to the Customer Resolutions Team — managing the mailbox, handling inbound calls, processing compensation claims, preparing Ombudsman packs and supporting customer satisfaction surveys.
No two days are the same, and you'll be part of a friendly, supportive team who work collaboratively to deliver great outcomes for customers.
Key responsibilities
Provide efficient administrative support to the Customer Resolutions Team
Act as the first point of contact for customer queries via phone and email
Manage the team mailbox and triage complaints 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 support customer satisfaction surveys
Respond professionally to correspondence from customers and stakeholders
Provide feedback on service improvements to support value for money
Assist with complaint analysis to identify themes and learning opportunities
What we're looking for
Must haves
Excellent written and verbal communication skills
Ability to communicate and negotiate effectively with residents, partners, landlords and contractors
Strong problem‑solving skills and ability to investigate complaints using corporate systems
Confidence in assessing situations, making decisions and concluding enquiries
Ability to manage competing priorities in a fast‑paced environment
Strong IT skills including Word, Excel, PowerPoint and Outlook
Ability to analyse and interpret data clearly and produce reports
A proactive, creative approach to problem‑solving and service improvement
A positive influence on colleagues and stakeholders
Nice to haves
For added brilliance
Empathy, resilience and a genuine passion for delivering excellent customer service
Ability to build strong relationships and champion continuous improvement
Benefits
Annual salary: £30,697 per annum + Excellent Benefits
25 days holiday, increasing with service, plus Christmas closure and buy options
Generous pension scheme - up to 9.5% employer contribution
Enhanced family‑friendly leave
Health cash plan - claim up to £1,800 for everyday health costs
Life cover and income protection
Hybrid working, modern offices, free parking and EV charging
30+ qualified Mental Health First Aiders
Car leasing via salary sacrifice (permanent colleagues)
Funded training, qualifications and apprenticeships
3 paid volunteering days
Peer‑recognition rewards platform
Paid professional subscription (one per year)
Working hours
37 hours per week, Monday to Friday
Monday-Thursday: 09:00-17:30
Friday: 09:00-17:00
Hybrid working: 2 days in the office, 3 days from home
Contract type: 12‑month fixed‑term contract (maternity cover)
And that's just the beginning! We're also thrilled to provide:
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)
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: 15/03/2026
We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.
