Complaints & Resolution Officer

Are you passionate about delivering exceptional customer service and resolving issues with empathy and professionalism? We have a new opportunity for a Complaints & Resolution Officer to join our team on a full-time, fixed term contract for 12 months. We know that flexibility is important, therefore we offer a hybrid working model; 3 days in our Oldham office with the option to work from home 2 days per week. The successful candidate 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’ll 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: Essential: 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: Experience dealing with the Housing Ombudsman Service. Relevant customer service standard qualification. Qualifications Essential: Educated to Level 2 (C+ or 9-4 GCSE or equivalent) or higher. Desirable: Academic qualifications in Housing CIH Housing Practice Certificate (Level 3) If you’re 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. As part of our application process, candidates shortlisted to the first phase will be required to complete a short assessment where you will be asked to answer some questions. A link for this exercise will be sent to you following shortlisting in the new year. Interviews are scheduled to take place via Microsoft Teams on Thursday 15th and Friday 16th January. INDTGP TJTGP REEDTGP