Resident Complaints & Resolution Specialist (Hybrid)

The Guinness Partnership; Oldham; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

The Guinness Partnership in Oldham is seeking two proactive Complaints & Resolution Officers on a full-time, 12-month fixed-term contract. The role combines investigating residents' complaints and disrepair claims with a focus on fair, timely outcomes in a hybrid working environment.

You will support the development of Customer Service Advisors, coach peers, and handle escalated cases involving senior leaders, Board members, MPs, and the Housing Ombudsman Service, while maintaining empathy and

Qualifications

• Experience of handling and resolving complaints effectively.
• Experience in a customer-focused environment with a track record of delivering high-quality service.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to interpret information and data to support decision-making.
• Experience with new and emerging technologies within a customer-led, omni-channel service environment.

Responsibilities

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

Skills

Complaint handling

Customer service

Communication

Problem solving

Data interpretation

Microsoft Office

Tools

Microsoft Office

Job description

The Guinness Partnership in Oldham is seeking two proactive Complaints & Resolution Officers on a full-time, 12-month fixed-term contract. The role combines investigating residents' complaints and disrepair claims with a focus on fair, timely outcomes in a hybrid working environment.

You will support the development of Customer Service Advisors, coach peers, and handle escalated cases involving senior leaders, Board members, MPs, and the Housing Ombudsman Service, while maintaining empathy and