Complaints & Resolution Specialist

The Guinness Partnership; Oldham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading housing organization in Oldham seeks a Complaints and Resolution Specialist to manage customer complaints and improve service. In this role, you'll provide coaching to Customer Service Advisors, ensuring empathy and efficiency in resolving issues. Ideal candidates will have strong problem-solving abilities and experience in customer-focused environments. This is a 12-month fixed-term position with opportunities for professional growth.

Qualifications

• Proven experience in a customer-focused environment with a track record of delivering excellent customer service.
• Previous experience handling complaints.
• Strong problem-solving skills in complex situations.

Responsibilities

• Manage and resolve customer complaints efficiently.
• Provide support and coaching to Customer Service Advisors.
• Ensure positive experiences and timely resolutions for residents.

Skills

Customer service

Complaint handling

Problem-solving

Data analysis

Attention to detail

Coaching and mentoring

Job description

Overview

Join us as a Complaints and Resolution Specialist and help shape a better experience for our residents. In this key role, you'll manage and resolve customer complaints with empathy and efficiency, ensuring fair outcomes and continuous service improvement. You will also provide support, coaching and guidance to Customer Service Advisors to ensure that great service is maintained. This role is on a fixed term basis for 12-months.

What we’re looking for

We are a customer-focused organisation, so we know that how we do things is just as important as what we do. As the key point of contact for residents who have made complaints, the Complaints and Resolution Specialists take personal responsibility for ensuring a positive experience and timely resolution. You will also be able to demonstrate these essential skills and experience:

• Proven experience in a customer-focused environment with a track record of delivering excellent customer service.
• Previous experience handling complaints.
• Strong problem-solving skills and effective decision-making in complex situations.
• Experience using new and emerging technologies in an omni-channel Customer Service Environment.
• Sensitivity, empathy, and tact in challenging situations.
• Ability to analyse and interpret data to inform decision-making.
• Exceptional attention to detail.
• Understanding of coaching models and experience in developing others.
• Experience and knowledge of Social Housing is highly desirable.

To learn more about the key responsibilities of the role and make sure you meet the essential criteria, please take a look at the role profile. Please apply with a CV and personal statement outlining how your skills, knowledge and experience meet the essential criteria in the role profile.

Interviews will be held from the week commencing the 29th September.