Customer Resolution Co-Ordinator

Do you know what excellent customer services looks like?

Do you have a passion for helping others, acute listening skills, bucket loads 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 be responsible for managing and resolving low level dissatisfaction and informal complaints while delivery 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 a 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 (free parking) and three days remotely.

What are you waiting for? Apply today!

About us

We are a values’ driven, ambitious organisation. We’re Best Companies 1 STAR accredited organisation in recognition of our high employee engagement and offer a welcoming and friendly environment. We are clearly focussed on the delivery of our five-year corporate plan with ambitious and challenging objectives including improving our environment and sustainability targets to deliver quality homes to people who need them.

We offer a very generous package including the following:

• Holidays – 25 days to start (this rises with service to a maximum of 30 days) plus 3 paid days between Xmas and new year when we close, plus the opportunity to buy up to another 5 days – subject to conditions
• Pension scheme: employee minimum contribution of 3% and Paradigm will contribute 7.5% or 9.5% depending on the employee’s contribution rate.
• Car Leasing scheme (subject to conditions)
• Annual Bous potential
• Professional Sponsorship Scheme (subject to conditions) and professional subscriptions paid
• Family Friendly policies incl generous Paternity, Maternity, Shared parental and adoption leave, sabbaticals and more
• Health Cash Plan – worth over £1,800 p/a includes Dental, Optical, Prescriptions and Flu jabs, Physiotherapy, Chiropractic therapy, Reflexology, Sports massage and more. It’s free to add up to 4 dependent children aged up to 24yrs (if in f/t education) and each child is entitled to 50% worth of your allowance for each category!
• Remote / hybrid working
• Up to 3 paid Volunteer days a year
• Newly created modern offices collaborative offices, with free parking and charging points for electric vehicles
• Car Leasing scheme (subject to conditions)
• Rewards platform
• Opportunities for career advancement –
• Social events, such as Quiz nights, Xmas Party, Summer BBQ

We support flexible ways of working and welcome applications from all sections of the communities we work in.

Further information

For the full job description and person specification for the role please see the attachment at the bottom of this page. Should you have any queries about this vacancy please email recruitment@paradigmhousing.co.uk and we will respond as soon as possible.

As part of our application process, we ask for a covering statement and CV so we can assess your application against our essential and desired criteria as set out in the job description and person specification. Please include in your covering statement how you meet the criteria so we can see how well you match our requirements and give your application the consideration it deserves.

Thank you for your interest in Paradigm Housing Group thus far.

Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. We reserve the right to close this role earlier than the published date should a suitable candidate be identified.

Questions for application

• How would you define good customer service?

• What approaches do you adopt when trying to deescalate an angry and upset customer over the level of service received?

• How do manage your time effectively to meet strict deadlines while juggling conflicting priorities.