Are you ready to be part of something special? 

Welcome to Settle, where our brand-new 2030 strategy marks the start of an exciting journey. As we remain committed to delivering exceptional service to our residents, there's never been a better time to join our team. At settle, our colleagues live our values every day, creating a collaborative, kind, trusted, inclusive, committed, and proud community.

Our diverse and growing team prides itself on offering tailored support for both residents and each other, driven by continuous feedback. We're dedicated to creating an inclusive and diverse culture where everyone feels confident and supported to be their true selves.

At Settle, colleagues love their work because they make a meaningful difference every day. Our friendly culture creates an environment where everyone can thrive. If you're looking for a place where your contributions are valued and you can truly grow, settle is the perfect place for you.

Here at Settle we are looking for an Customer Resolution Coordinator to provide a comprehensive, sensitive, and effective complaint administration service, working collaboratively with Customer Resolution Partners, internal colleagues, and external customers to review, triage and update residents on complaints in line with the complaint handling code. You will support the Customer Resolution team, analyse, and share lessons learnt in order to improve services, ensuring that the root cause of the complaint and the learning outcomes are recorded to identify ongoing service improvements and an enhanced customer offer.

Outline of Key Responsibilities...

• Work collaboratively with colleagues in all service areas to deliver a complaint resolution for the customer as quickly as possible and in line with regulated requirements, taking ownership and keeping the customer informed on the actions you are taking.
• Review initial complaint referrals, making empathetic contact with residents to understand their concerns
• Monitor incoming complaints and triage as required to colleagues
• Work directly with residents and/or their representatives providing regular updates with their case with all interactions recorded on Ql/Documotive and fed into any decision on how to progress the complaint and respond to the complainant.
• Manage high volume of sometimes complex complaints at triage, making sure they are acknowledged, correctly assessed, recorded and responded to in line with complaint handling policy
• Monitor and action outstanding complaint actions
• Ensure complaint code is adhered to
• Carry out quality checks once a complaint has been resolved, making after care calls to residents to ensure we continue to deliver a consistently good customer experience
• Support customer resolution team

We are looking for someone who has...

• Strong complaint, customer service and administration experience demonstrating an ability to communicate professionally and empathetically, while building and maintaining rapport
• Excellent communication and organisation skills, along with previous customer service/administration experience
• Good working knowledge of IT systems, including Microsoft Office
• Demonstrate impartiality and pursue a matter to achieve the right outcome
• Strong written and verbal communication
• Excellent organisational skills and database management
• Ability to present findings and identify solutions to service areas considering customer feedback received
• 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

At Settle, our friendly and hard-working colleagues are proud to be relentlessly resident focussed, and we believe that dedication deserves a stellar benefits package. Here’s what we offer to our amazing colleagues:

• annual salary: £32,665.5 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 wellness

• flexible benefits: cash towards your heath and wellbeing

• development: excellent personal and professional growth opportunities

And that’s just the beginning! We’re also thrilled to provide:

• fresh fruit Mondays: keep your energy up with healthy snacks

• colleague-led campaigns and celebrations: wellbeing weeks and charity bake sales

• volunteering days: 2 paid days to give back to the communities we work in

• secure parking: free onsite parking and bike sheds too!

• local discounts: enjoy perks from our community partners

• mental health support: access to counselling sessions and mental health resources

• feedback commitment: we listen to our colleagues and take action

• shower facilities: perfect for those who cycle to work or hit the gym

• early finish Friday: a kickstart to the weekend!

At Settle, we’re committed to creating a workplace where everyone feels valued and supported. Join us and enjoy the benefits of working in a collaborative, kind, and inclusive environment.

Our Commitment

Our culture at Settle is inclusive and celebrates the differences in everyone. We are committed to creating an inclusive workforce, by reflecting and representing the diversity of today’s society. We would like to 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 and we’ll always endeavour to be as accommodating as possible. 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 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: 6th August 2025