Customer Hub Advisor - Part Time

Join to apply for the Customer Hub Advisor – Part Time role at Paradigm Housing Group
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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 Settle Paradigm, helping us deliver great service and support to our customers every day.

At Settle Paradigm, 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 focuses on delivering excellent services, high‑quality homes, and maximising the number of new affordable homes we build.

• Respond to and resolve a wide range of customer enquiries received through calls, emails and live chat.
• Provide excellent customer service for tenancy management issues and 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, escalating cases requiring legal intervention.
• Identify and raise safeguarding concerns.
• Process garage lettings and account terminations.
• Raise purchase orders and process invoices as needed.
• Accurately record contacts and associated information in our systems.
• Effectively deal with customer complaints, balancing customer satisfaction and business needs.
• Take payments from customers ensuring compliance with financial procedures and legislation.

• Experience of providing excellent customer service.
• Excellent verbal and written communication skills.
• Ability to carry out administration work to a high standard.
• A warm, positive, caring and engaging approach, able to respond effectively to difficult/ challenging situations.
• Active listening and asking questions to achieve the best outcome for the customer.
• Cope well under pressure and manage workload during peaks and troughs.

• Experience of front‑line customer service in a contact or service centre.
• Understanding of social housing and the sector.

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

• Annual salary: £29,773 per annum (pro rata for part‑time hours).
• 25 days holiday, increasing with service, plus Christmas closure and buy‑back 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.
• 30+ qualified Mental Health First Aiders.
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions).
• Funded training, qualifications & apprenticeships.
• 3 paid volunteering days in local communities.
• Peer‑recognition rewards platform.
• Paid professional subscription (one per year).

We are committed to creating an inclusive workforce, reflecting and representing the diversity of the communities we serve. We encourage applications from disadvantaged socio‑economic backgrounds, people who identify as disabled, neurodiverse, members of the LGBTQ+ community and under‑represented groups.

We are committed to providing reasonable adjustments throughout our recruitment process and will 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