Resident Experience & Complaints Specialist

Oldham-Council; Oldham; Hybrid; GBP 32,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Gym discount

Staff discount scheme

Salary sacrifice

Wellbeing support

Recognition events

Peer support groups

Job summary

Oldham Council is seeking a Complaints Officer to join the Resources, Customer Experience, Customer Operations directorate. You will investigate concerns, coordinate responses and ensure fair, policy-compliant outcomes across a varied caseload.

You will work closely with services to deliver high-quality customer experience, manage communications with residents and representatives, and apply robust problem-solving and analytical skills to achieve positive resolutions.

Qualifications

• Analytical skills to investigate, collate and evaluate varied information.
• Excellent interpersonal skills to explain complex issues clearly, both verbally and in writing.
• Ability to manage customer expectations and deliver difficult messages.
• Ability to maintain confidentiality and handle sensitive information.
• Ability to meet conflicting deadlines and work under pressure.

Responsibilities

• Support efficient operation of all complaint policies in line with legislation.
• Be the first point of contact for those wishing to make complaints.
• Monitor progress of complaints and update the team's database.
• Prepare complaint action plans and support investigations with evidence.
• Communicate investigation outcomes sensitively to complainants and representatives.
• Gatekeep the council’s complaints processes and route to other resolutions when appropriate.

Skills

Analytical skills

Interpersonal skills

Communication skills

Expectation management

Confidentiality

Time management

Job description

Oldham Council is seeking a Complaints Officer to join the Resources, Customer Experience, Customer Operations directorate. You will investigate concerns, coordinate responses and ensure fair, policy-compliant outcomes across a varied caseload.

You will work closely with services to deliver high-quality customer experience, manage communications with residents and representatives, and apply robust problem-solving and analytical skills to achieve positive resolutions.