Job Ref: 215342981

Date: 2021-12-08 11:42:56

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Customer Experience Business Partner (FTC – 12 months)

Location: High Wycombe – hybrid working

Salary: circa £32,500 per annum plus excellent benefits

Full Time: 37 Hours per week (Mon – Fri some flexibility over start & finish times)

Are you passionate about delivering an excellent customer experience, have great problem-solving skills and are continuously looking for better ways of doing things whilst working in a fast-paced environment? If so, we want to hear from you!

Paradigm Housing Group is one of the Southeast’s leading housing providers, managing over 15,000 homes across 30 local authorities with a turnover of £150m. Headquartered near High Wycombe and Beaconsfield (just a short drive from junction 3 on the M40), we are both a charity and a registered provider of social housing, employing over 500 people.  We have a clear and ambitious view of where we are as an organisation and where we need to get to: providing an excellent service for our customers and focusing on safety and sustainability.  

As a result of a career enhancing internal secondment, we are looking for a highly motivated and customer focused individual who is proactive and an adept multitasker to join our Customer Insight and Experience Team. Currently we have 7 members of the team, 2 of which are Customer Experience Business Partners, reporting to the Customer Insight and Experience Team Leader, you will be supported to carry out your role effectively.

About you:

The successful candidate will be responsible for playing a critical role to support the business in effective management of customer complaints and compensation claims in-line with associated timescales and policies and processes. We are looking for an individual who is also able to analyse trends from various customer insight mechanisms and ensuring service improvements and learning’s take place.

You will need to have / be:

Passionate about delivering an excellent service to customers with a proven customer experience background
Strong stakeholder management skills: ability to build effective relationships with customers, peers and senior colleagues
Excellent administration skills, keeping accurate and up to date records at all times
Considerable complaint investigation experience with problem-solving skills
The ability to extract key information from data to identify trends and present findings and recommendations
Excellent verbal communication skills with the ability to adapt style as appropriate
Excellent written communication skills with the ability to produce letters and reports to a professional standard

Paradigm is a place where everyone will be respected, valued, and welcomed. Our commitment to Equality, Diversity and Inclusion (ED&I) means we are creating an inclusive workplace where everyone is free to be themselves and feel like they belong. We are committed to creating a customer focused culture ensuring that ED&I is embedded in our service delivery, values, behaviours, policies and procedures.

We are committed to delivering an excellent customer experience to our diverse customer base and are continuously looking to ensure we learn from customer feedback in order to improve our services.

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.
Annual Bonus potential
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. You may use the entire annual entitlement from your commencement date to end of March 2022, then you will get a new entitlement from 01 April – an excellent benefit which our staff really appreciate.
Free parking and electric charging points on site
Up to 3 paid volunteer days p/a
Modern office with newly created collaborative workspaces.
Social events, such as Quiz nights, Xmas Party, Summer BBQ (Covid permitting)

If the above appeals to you apply today and/or pass on these vacancy details to someone who may also fit the bill. What have you got to lose?

Where could this role take you?

Whilst this is not currently a permanent role, in a business our size and with the transformation we are going through, there is a possibility that this could either be extended, made permanent or other opportunities may arise; many of our talented colleagues started at Paradigm as temporary/interim and have gone on to forge successful careers with us. However, if something longer term doesn’t materialise, you will still gain valuable experience which will add to your employability in this and similar fields.

About us

We are a 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’re proud to offer great benefits and have a committed approach to employee wellbeing. We support flexible ways of working and welcome applications from all sections of the communities we work in.

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.

Closing Date: 07 January 2022

The Company

We are Paradigm Housing Group. 

We manage more than 15,000 homes across the South East.

We know that house prices in the areas where we work are high, both to buy and rent. We want to help more people have a safe and sustainable home that they can afford.

As a charity, the money we make goes into building new homes and providing an excellent service for residents

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