Resident Complaints & Resolution Specialist | Hybrid

The Guinness Partnership; Oldham; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

The Guinness Partnership in Oldham is seeking two proactive Complaints & Resolution Officers for a full-time, 12-month fixed-term contract. This hybrid role combines office days with home-working flexibility, reporting to the Complaints & Resolution Manager to resolve resident complaints and escalations while coaching team members.

You will handle complex cases with empathy and strong communication, supporting service improvements and KPIs within a resident-focused organisation.

Qualifications

• Experience in resolving complaints effectively.
• Customer-focused approach with proven service delivery.
• Ability to analyse information and support decision-making.

Responsibilities

• Investigate and respond to resident complaints and disrepair claims.
• Manage complex cases including escalations to senior leaders, Board members, MPs and the Housing Ombudsman Service.
• Support development of Customer Service Advisors through feedback, coaching and guidance.

Skills

Complaint resolution

Customer service

Problem solving

Omni-channel service

Independent work

Empathy

Communication

Coaching

Attention to detail

Team collaboration

Guinness competencies

Tools

Microsoft Office

Job description

The Guinness Partnership in Oldham is seeking two proactive Complaints & Resolution Officers for a full-time, 12-month fixed-term contract. This hybrid role combines office days with home-working flexibility, reporting to the Complaints & Resolution Manager to resolve resident complaints and escalations while coaching team members.

You will handle complex cases with empathy and strong communication, supporting service improvements and KPIs within a resident-focused organisation.