Resident Complaints & Resolution Specialist (Hybrid)

LGBT Jobs; Oldham; Híbrido; GBP 24.000 - 30.000; Jornada completa

Descripción de la vacante

LGBT Jobs in Oldham is seeking two proactive Complaints & Resolution Officers to join our Customer Services team on a full-time, 12-month fixed-term contract. The role blends office-based work with home-working and focuses on investigating and resolving resident complaints and disrepair claims.

You will report to the Complaints & Resolution Manager, contribute to KPI achievement, coach Customer Service Advisors, and handle sensitive cases including escalations to senior leaders and external

Formación

• Experience in complaint resolution with a track record of delivering results.
• Experience in a customer-focused environment and high-quality service.
• Strong problem-solving and decision-making skills in complex situations.
• Experience with new technologies in a customer-led, multi-channel service environment.
• Ability to work independently and in a team, with empathy and tact.

Responsabilidades

• Investigate and respond to resident complaints and disrepair claims.
• Manage complex cases, including escalations to senior leaders and external bodies.
• Coach and provide feedback to Customer Service Advisors to improve performance and KPIs.
• Support development of colleagues through guidance and learning opportunities.

Conocimientos

Complaint resolution

Customer service

Communication

Analytical skills

Coaching

Teamwork

Empathy

Microsoft Office

Herramientas

Microsoft Office

Omni-channel tools

Descripción del empleo

LGBT Jobs in Oldham is seeking two proactive Complaints & Resolution Officers to join our Customer Services team on a full-time, 12-month fixed-term contract. The role blends office-based work with home-working and focuses on investigating and resolving resident complaints and disrepair claims.

You will report to the Complaints & Resolution Manager, contribute to KPI achievement, coach Customer Service Advisors, and handle sensitive cases including escalations to senior leaders and external