Customer Service Advisor

Customer Service Advisor (12m FTC) Salary: £30,784 + Excellent Benefits Location: High Wycombe – hybrid working (2 days in the office, 3 days from home after training) Contract: 12‑month fixed‑term contract Hours: Full‑time (37 hours) or part‑time (minimum 20 hours) Recruitment Events: Invite‑only sessions on 5 May and 7 May 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. We’re now looking for enthusiastic, customer‑focused individuals to join our Customer Services team as Customer Service Advisors and we’re inviting shortlisted applicants to attend one of our exclusive recruitment events on 5 May or 7 May. These events are designed to give you a real insight into the role, meet the team and take part in a variety of practical assessments and interviews on the day. Upcoming Recruitment Events: Shortlisted applicants will be invited to attend one of our upcoming recruitment days: Tuesday 5th May, 2026. Thursday 7th May, 2026. Time: 09:00–13:00 Location: Wooburn Green, High Wycombe (full details provided upon shortlisting) These sessions will give you the chance to: Learn more about the Customer Service Advisor role Meet hiring managers and team members Take part in practical tasks and interviews on the same day Spaces are limited, so only shortlisted candidates will receive an invitation. About the Role: As a Customer Service Advisor, you’ll be the first point of contact for our customers, helping resolve a wide range of housing, repairs and tenancy‑related enquiries. You’ll play a key role in delivering our Customer Care Standards and ensuring every customer receives a positive, empathetic and efficient service. This is an excellent opportunity to start or develop your career in customer service. You’ll receive full training, ongoing support and the chance to grow within a friendly, high‑performing team. Key Responsibilities: Handle customer enquiries by phone and email Resolve housing, repairs and tenancy‑related issues Get to the heart of customer queries to achieve first‑time resolution Log accurate, clear and concise information on our systems Respond to compliments, complaints and feedback with empathy and professionalism Diagnose repairs, schedule appointments and update records Provide accurate advice on rent accounts and signpost customers to external support where appropriate Work collaboratively with colleagues across the organisation Follow our Customer Care Standards, code of conduct and data protection requirements What We’re Looking For Must haves: A positive, “can‑do” attitude Excellent written and verbal communication skills Ability to work under pressure in a fast‑paced environment Strong problem‑solving and negotiation skills Ability to prioritise tasks and manage workload calmly and logically Good IT skills, including Microsoft Outlook and basic data handling Strong attention to detail and accuracy Team‑focused, flexible and supportive Nice to haves: Experience in a customer service or contact centre environment Understanding of housing, maintenance or repairs services For added brilliance: Empathy, resilience and a genuine passion for helping people Confidence building relationships and supporting continuous improvement Experience working in social housing, local authority or property management Training & Working Arrangements: All successful applications must be able to complete our mandatory full‑time office based training/ induction: 4–5 weeks, office‑based at our Wooburn Green, High Wycombe office. After induction: Hybrid working (3 days from home, 2 days in the office) Full‑time hours: 37 hours per week, Monday–Friday Part‑time hours: Minimum 20 hours per week (after completing full‑time training) Shifts between 08:00–17:30 Benefits 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. annual salary: £ 30,784 per annum 25 days holiday, increasing with service, plus Christmas closure and buy options Generous pension scheme – up to 9.5% employer contribution via salary sacrifice Family-friendly leave : Enhanced maternity, paternity, and adoption leave Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover) Life cover and income protection Flexible working – hybrid options, modern offices, free parking & EV charging 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) Working Hours & Additional Pay Hours and working pattern 37 hours per week (Full time). Shift Pattern: 08:00 - 16:30 (Early shift) or 09:00 - 17:30 (Late shift) 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: 30/04/2026 We reserves the right to close this vacancy earlier than the closing date should we find a suitable candidate.