Overview
We are looking for a Customer Resolution Coordinator to provide comprehensive, sensitive, and effective complaint administration to support our residents across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire.
Welcome to Settle, where our values are to create a collaborative, kind, trusted, inclusive, committed, and proud community. Our diverse and growing team offers tailored support for residents and colleagues, guided by continuous feedback. We strive to create an inclusive culture where everyone feels confident and supported to be their true selves. You will work collaboratively with complaint investigators, internal colleagues, and external residents on the initial review, triage, and resident contact for complaints in line with the Housing Ombudsman’s complaint handling code. In this role, you will support the Customer Resolution team, ensure complaints are acknowledged and assigned correctly, and share lessons learned to improve services.
Outline Of Key Responsibilities
* Review initial complaint referrals, making empathetic contact with residents both in writing and by phone to understand their concerns
* Manage high volume of sometimes complex complaints at triage, ensuring they are acknowledged, correctly assessed, recorded, and responded to in line with the complaint handling policy
* Provide regular updates to residents and record all interactions on our CRM system
* Work collaboratively with colleagues and monitor and action outstanding complaint actions
* Support the customer resolution team
We Are Looking For Someone Who Has
* Excellent customer service, administration, writing, and communication skills
* A professional and empathetic service approach with an ability to build rapport with customers
* Good working knowledge of IT systems, including Microsoft Office
* Well organised, able to manage own workload and proactively drive customer complaints through to resolution
* Work with colleagues at different levels to achieve the quickest resolution for the customer
Benefits
* Annual salary: £32,665.50 per annum
* Flexible working: hybrid and flexible options available (role-dependent)
* Generous leave: 27 days of annual leave, increasing to 32 days with length of service
* Family leave: enhanced maternity, paternity, and adoption leave
* Pension contributions: up to 10% from Settle
* Healthcare cash plan: for your health and wellbeing
* Flexible benefits: cash towards your health and wellbeing
* Development: excellent personal and professional growth opportunities
We also provide: fresh fruit Mondays; colleague-led campaigns and celebrations; volunteering days; secure parking; local discounts; mental health support; feedback commitment; shower facilities; early finish Friday.
Our future: Settle and Paradigm Housing Group have agreed to merge to form a new organisation operating primarily across Buckinghamshire, Hertfordshire and Bedfordshire. The target completion date for the legal merger is 27 October 2025.
Our Commitment
We are committed to creating an inclusive workforce by reflecting the diversity of today’s society. We encourage applicants from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community, and people from global majority communities.
Accessibility and Adjustments
We are committed to providing reasonable adjustments throughout our recruitment process. Please let us know in advance of any suitable arrangements required so you can fully participate in the recruitment process.
Due to the nature of some 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: 22nd October 2025
Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Non-profit Organizations
Location and additional postings: Stevenage, Watford, Cambridge, Milton Keynes, Hitchin, Leighton Buzzard, Hertfordshire, and surrounding areas. Various listings and dates are provided for opportunities.
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