Complaints & Resolution Officer

The Guinness Partnership; Oldham; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

The Guinness Partnership in Oldham is seeking two proactive Complaints & Resolution Officers for a full-time, 12-month fixed-term contract. This hybrid role combines office days with home-working flexibility, reporting to the Complaints & Resolution Manager to resolve resident complaints and escalations while coaching team members.

You will handle complex cases with empathy and strong communication, supporting service improvements and KPIs within a resident-focused organisation.

Qualifications

• Experience in resolving complaints effectively.
• Customer-focused approach with proven service delivery.
• Ability to analyse information and support decision-making.

Responsibilities

• Investigate and respond to resident complaints and disrepair claims.
• Manage complex cases including escalations to senior leaders, Board members, MPs and the Housing Ombudsman Service.
• Support development of Customer Service Advisors through feedback, coaching and guidance.

Skills

Complaint resolution

Customer service

Problem solving

Omni-channel service

Independent work

Empathy

Communication

Coaching

Attention to detail

Team collaboration

Guinness competencies

Tools

Microsoft Office

Job description

Job Description

Our Customer Services team play a key role in delivering a positive experience for our residents. From resolving enquiries to managing complaints, the team is committed to providing a responsive, fair, and customer-focused service. We know that excellent service starts with great people, which is why we are passionate about creating a supportive environment where colleagues can develop and succeed.

We are looking for two proactive Complaints & Resolution Officer to join our team in Oldham on a full-time, 12-month fixed-term contract. We offer a hybrid working model, with three days based in the office and the flexibility to work from home for two days.

Reporting to the Complaints & Resolution Manager, you will investigate and respond to resident complaints and disrepair claims, helping to rebuild trust by taking the right actions to achieve positive outcomes. You will also manage complex cases, including complaints escalated to senior leaders, Board members, MPs, Councillors, and the Housing Ombudsman Service.

In addition, you will support the development of our Customer Service Advisors by providing feedback, coaching, and guidance to help improve performance, achieve KPIs, and encourage continuous learning and development.

What We Are Looking For

As a resident-focused organisation, we believe that how we deliver our service is just as important as the outcome. We are looking for someone with experience in complaint resolution, who is passionate about delivering excellent customer service and achieving positive results.

You will be an excellent communicator with strong attention to detail, sound judgement, and the ability to manage sensitive and complex situations with empathy and professionalism.

You Will Bring

• Experience of handling and resolving complaints effectively.
• Experience of working in a customer-focused environment with a track record of delivering high-quality service.
• Strong problem-solving skills and the ability to make informed decisions in complex situations.
• Experience of working with new and emerging technologies within a customer-led, omni-channel service environment.
• The ability to work independently as well as collaboratively within a team.
• A sensitive, empathetic, and tactful approach when dealing with challenging situations.
• Strong analytical skills, with the ability to interpret information and data to support decision-making.
• Excellent written and verbal communication skills.
• Good working knowledge of Microsoft Office applications.
• Excellent attention to detail and organisational skills.
• An understanding of coaching techniques and experience supporting the development of others.
• The ability to demonstrate Guinness behavioural competencies.

The Recruitment Process Will Consist Of

Stage 1: Assessment Centre at the Oldham office on 2 nd and 3 rd November.

Stage 2: A Microsoft Teams interview on 5 th or 6 th November for candidates who successfully progress from the Assessment Centre.

About Us

The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.