Hybrid Complaints & Resolution Specialist (Resident Services)

Consortium; Oldham; Híbrido; GBP 26.000 - 32.000; Jornada completa

Descripción de la vacante

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

Formación

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

Responsabilidades

• 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.

Conocimientos

Complaint resolution

Customer service

Communication

Analytical skills

Coaching techniques

Microsoft Office

Attention to detail

Work independently

Teamwork

Empathy

Herramientas

Microsoft Teams

Descripción del empleo

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