Complaints & Resolution Officer

Consortium; Oldham; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Consortium in Oldham is seeking two proactive Complaints & Resolution Officers for a full-time 12‑month fixed-term contract with a hybrid working model. You will investigate and respond to resident complaints and disrepair claims, helping to rebuild trust through measured actions and clear outcomes.

You will also support the development of Customer Service Advisors by providing feedback, coaching and guidance to improve performance and KPIs, while handling complex cases escalated to senior

Qualifications

• Experience in complaint resolution.
• Excellent customer service skills.

Responsibilities

• Investigate and respond to resident complaints and disrepair claims.
• Manage complex cases escalated to senior leaders, Board members, MPs, Councillors, and the Housing Ombudsman Service.
• Provide feedback, coaching, and guidance to Customer Service Advisors to improve performance and KPIs.

Skills

Complaint resolution

Customer service

Communication

Analytical skills

Coaching techniques

Microsoft Office

Attention to detail

Work independently

Teamwork

Empathy

Tools

Microsoft Teams

Job description

Complaints & Resolution Officer position in Oldham.

Full-time, 12-month fixed-term contract with hybrid working model.

Reporting to Complaints & Resolution Manager, responsibilities include resolving complaints and managing complex cases.

Requires experience in complaint resolution and excellent customer service skills.

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.

Interview process: Candidates who are shortlisted for interview will be asked to complete a pre-interview assessment, which will be issued after they have booked an interview slot. Interviews will be conducted via Microsoft Teams during the week commencing 30 November.

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