Complaints & Resolution Officer

The Guinness Partnership; Oldham; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading housing organization is offering a full-time Complaints & Resolution Officer position in Oldham. The role focuses on managing resident complaints effectively and meeting high-quality standards. Candidates should demonstrate customer service expertise, problem-solving skills, and excellent communication abilities. A Level 2 qualification or equivalent is essential. This position works on a fixed-term contract with a hybrid model.

Qualifications

• Experience handling complaints in a customer focused environment.
• Ability to analyse and interpret data for decision making.
• Excellent oral and written communication skills.

Responsibilities

• Manage an allocated caseload of resident complaints within agreed timescales.
• Use new and emerging technologies in customer service.
• Collaborate effectively with team members.

Skills

Customer service delivery

Problem solving

Communication

Data analysis

Education

Level 2 (C+ or 9-4 GCSE or equivalent)

Tools

Microsoft Office

Job description

About the role

We have a brilliant opportunity for a Complaints & Resolution Officer to join the Guinness Partnership. This is a full time, 35 hours per week, up to 12 months fixed term contract role based at our Oldham, Bower House office. We are currently working to a hybrid working style.

The overall purpose of the role is to manage an allocated caseload of resident complaints within agreed timescales and quality standards.

What we are looking for

We know that how we do things is just as important as what we do, so you’ll not only be highly self‑motivated with the rigour to pursue goals, but you’ll also be a confident collaborator, networker and relationship builder with a willingness to go the extra mile to get the job done.

You will be able to demonstrate

Essential

• Demonstrates the Guinness Behaviours.
• Experience handling complaints
• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Proven experience of problem solving and effective decision making in complex situations.
• Experience of using new and emerging technologies in an omni‑channel Customer Service Environment which are customer led.
• Ability to work both as an individual and as part of a team.
• Ability to deal sensitively, empathetically and tactfully with difficult and challenging situations.
• Ability to analyse and interpret data and information to inform decision making.
• Demonstrable excellent oral and written communication.
• Good knowledge of Microsoft Office.
• Excellent attention to detail.

Desirable

• Experience dealing with the Housing Ombudsman Service.
• Relevant customer service standard qualification.
• Experience handling complaints.

Qualifications

Essential

• Educated to Level 2 (C+ or 9‑4 GCSE or equivalent) or higher.

Desirable

• Academic qualifications in Housing
• CIH Housing Practice Certificate (Level 3)

If you’re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.