Complaints & Resolution Officer

LGBT Jobs; Oldham; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

LGBT Jobs in Oldham is seeking two proactive Complaints & Resolution Officers to join our Customer Services team on a full-time, 12-month fixed-term contract. The role blends office-based work with home-working and focuses on investigating and resolving resident complaints and disrepair claims.

You will report to the Complaints & Resolution Manager, contribute to KPI achievement, coach Customer Service Advisors, and handle sensitive cases including escalations to senior leaders and external

Qualifications

• Experience in complaint resolution with a track record of delivering results.
• Experience in a customer-focused environment and high-quality service.
• Strong problem-solving and decision-making skills in complex situations.
• Experience with new technologies in a customer-led, multi-channel service environment.
• Ability to work independently and in a team, with empathy and tact.

Responsibilities

• Investigate and respond to resident complaints and disrepair claims.
• Manage complex cases, including escalations to senior leaders and external bodies.
• Coach and provide feedback to Customer Service Advisors to improve performance and KPIs.
• Support development of colleagues through guidance and learning opportunities.

Skills

Complaint resolution

Customer service

Communication

Analytical skills

Coaching

Teamwork

Empathy

Microsoft Office

Tools

Microsoft Office

Omni-channel tools

Job description

'Complaints & Resolution Officer role in Oldham'

'Responsibilities include investigating and managing complaints'

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.