Customer Hub Advisor - Part Time

SettleParadigm; Letchworth; Hybrid; GBP 20,000 - 30,000; Part time

Job summary

A leading housing provider in the UK is seeking part-time Customer Hub Advisors to support their mission of delivering excellent service. In this role, you will handle various customer enquiries, provide solutions, and maintain high standards of professionalism. Ideal candidates will demonstrate outstanding customer service skills and the ability to manage challenging situations effectively. The role offers a supportive, inclusive environment and includes a comprehensive benefits package, including a competitive salary, flexible working options, and significant professional development opportunities.

Benefits

Annual salary: £29,773 (pro rata'd)

25 days holiday plus Christmas closure

Generous pension scheme

Health cash plan

Flexible working options

Qualifications

• Experience of providing an excellent customer service.
• Excellent verbal and written communication skills.
• Ability to cope well under pressure and manage workload.

Responsibilities

• Respond to and resolve a wide range of customer enquiries.
• Provide excellent customer service for tenancy management issues.
• Manage and process customer mutual exchange requests.
• Effectively deal with customer complaints.
• Take payments from customers ensuring compliance.

Skills

Excellent customer service

Verbal and written communication skills

Administration skills

Ability to handle challenging situations

Active listening

Managing workload under pressure

Job description

We’re hiring 2 Customer Hub Advisors on part time fixed term contracts.

• 6 month fixed term contract - 18.5 hours per week
• 12 month fixed term contract - 30 hours per week

As the first point of contact, you’ll be the friendly, professional face of SettleParadigm, helping us deliver great service and support to our customers every day.

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 27,000 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.

Our Customer Hub Team arecritical to the business as theyare the conduit for the customer to the rest of the organisation!

In this role, you will need to actively listen, work smartly and find solutions to customer enquiries, providing an excellent service that is easy to access, simple to use and focusses on resolution first time – building trust with customers and stakeholders in the process. We are looking for someone towork collaboratively with colleagues, taking a bold approach as a champion for our customers.

Key Responsibilities

• Respond to and resolve a wide range of customer enquiries received through different channels including calls, emails, and live chat.
• Provide an excellent customer service when responding to a wide range of tenancy management issues,and be able to manage difficult and challenging circumstances.
• Diagnose, prioritise and schedule requests for repairs - applying our service offer and standards.
• Manage and process customer mutual exchange requests
• Accurately process tenancy changes, successions, and assignments of tenancy, escalating any cases requiring legal intervention
• Identify and raise safeguarding concerns
• Process garage lettings and account terminations
• Raise purchases orders and process invoices as needed
• Accurately record contacts and associated information on our systems
• Effectively deal with customer complaints, balancing customer satisfaction and business need.
• Take payments from customers ensuring compliance with financial procedures and legislation.

What We’re Looking For

Must haves:

• experience of providing an excellent customer service
• excellent verbal and written communication skills
• carry out administration work to a high standard
• have a warm, positive, caring and engaging approach with the abilityto respond effectively to difficult /challenging situations and customer behaviour
• Actively listen and ask questions to achieve the best outcome for the customer.
• Cope well under pressure and manage your workload during peaks and troughs in volume and demand.

Nice to haves:

• Experience of providing an excellent front-line customer service, ideally in a contact or service centre.
• An understanding of social housing and the sector

For added brilliance:

• Be a professional in the housing sector by aiming towards and achieving professional standards through completion of the CIH qualification

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: £29,773 per annum (pro rata'd for part time hours)
• 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:

• 30+ qualified 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: 16th January 2026