Customer Resolution Coordinator (Housing)

Customer Resolution Coordinator (Housing)

High Wycombe, Buckinghamshire (Hybrid Working)

£28,522 Plus Excellent Benefits Package

Permanent, Full Time (37 hours per week)

(9.00 am – 5.30 pm Monday –Thursday, 9.00 am – 5.00 pm on a Friday)

Do you know what excellent customer service looks like?  

Do you have a passion for helping others, fantastic listening skills, and bucketloads of empathy? Are you a critical thinker and problem solver, able to provide creative resolutions in a fast-paced environment? 

If this sounds like you, come and work for Paradigm Housing Group with our Customer Resolutions Team. We have a passion for delivering excellent service to our customers.  

We view complaints as a gift and use customer insight to identify service failures, put things right and drive improvement.  

You will be the first point of contact for customers and be responsible for acknowledging, logging and understanding the scope of their feedback. You will assess each complaint and allocate it accordingly. You will manage and resolve low-level dissatisfaction and informal complaints while delivering an efficient administration service to the team, managing inbound calls and the mailbox.  

This is an interesting and fulfilling role where no day is the same. You will work within a wonderful team, have the opportunity for career advancement and build strong relationships with colleagues and customers.  

The role is full-time, working 37 hours per week, Monday to Friday between 9am and 5:30pm. It offers the flexibility to work two days in our modern officers in High Wycombe and three days remotely.  

You will need to have/be:

• Excellent written and verbal communication skills. 

• Ability to effectively communicate and negotiate with residents, partners, landlords and contractors, especially in difficult situations. 

• Ability to investigate complaints through interrogation of our corporate systems and through your problem-solving skills, identify resolutions for customers. 

• A positive influence on your immediate team, colleagues and stakeholders you work with.

• Ability to take personal responsibility for assessing situations, making decisions and concluding enquiries. 

• Ability to deal with competing priorities. 

• Ability to analyse and interpret data findings clearly and provide reports. 

• Strong IT skills including Word, Excel, Power-Point, and Outlook. 

Benefits:

• Competitive salary and pension option

• 25 days holidays p/a to start, plus 3 days during office closure at Xmas New Year plus 8 bank holidays, with the opportunity to buy up to 5 days p/a (subject to conditions).

• Remote hybrid working and modern offices where there is Free Parking.

• Bonus potential.

• Excellent Health Cash Plan which is worth more than £1,800 p/a incl. treatments such as optical, dental, physio, chiropody, chiropractic, reflexology, even Indian head massage!

• · Up to 3 paid Volunteer days a year

What are you waiting for? Apply today! 

Closing date: 15th February 2024

Interview date: To be confirmed 

We welcome applications from all sections of the communities we work in. Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification.

We will be reviewing applications throughout the campaign and may invite candidates to interview at any time, therefore reserve the right to close this role earlier than the published date should a suitable candidate be identified.