Job Description

Are you passionate about resolving issues with empathy and professionalism?

This Guinness Partnership is looking for Complaints & Resolution Officers to join our team in Oldham on full-time, 12-month fixed term contracts. We operate a hybrid working style where you spend 3 days per week working in our Oldham office and 2 days working from home.

About the role
You will manage a caseload of resident complaints, ensuring prompt resolution in line with the statutory Complaint Handling Code. You will investigate issues to identify root causes, trends, and solutions, sharing lessons learned to drive continuous improvement. The role involves working closely with colleagues, senior leaders, and external stakeholders, including the Housing Ombudsman Service, to deliver fair and timely outcomes. Strong case management, excellent communication skills, and a commitment to safeguarding are essential as you help us provide reliable services and improve resident satisfaction.

What we are looking for:
We believe that the way we work is as important as the results we achieve. You will bring your complaints and resolution experience and apply your problem-solving skills to make a meaningful contribution to our organisational goals.

You will be able to demonstrate these essential skills:

• Experience handling complaints.
• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Proven experience of problem solving and effective decision making in complex situations.
• Experience of using new and emerging technologies in an omni-channel Customer Service Environment which are customer led.
• Ability to work both as an individual and as part of a team.
• Ability to deal sensitively, empathetically and tactfully with difficult and challenging situations.
• Ability to analyse and interpret data and information to inform decision making.
• Demonstrable excellent oral and written communication.
• Good knowledge of Microsoft Office.
• Excellent attention to detail.

Desirable skills:

• Experience dealing with the Housing Ombudsman Service.
• Relevant customer service standard qualification.

Essential Qualifications:

• Educated to Level 2 (C+ or 9-4 GCSE or equivalent) or higher.

If you are interested in joining us and would like to apply for this role, please review the role profile to view all the key responsibilities and to ensure you meet the essential criteria.

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