Complaints and Resolution Officer

JOB DESCRIPTIONOur Customer Services team play a key role in delivering a positive experience for our residents. From resolving enquiries to managing complaints, the team is committed to providing a responsive, fair, and customer-focused service. We know that excellent service starts with great people, which is why we are passionate about creating a supportive environment where colleagues can develop and succeed. We are looking for two proactive Complaints and Resolution Officer to join our team in Oldham on a full-time, 12-month fixed-term contract. We offer a hybrid working model, with three days based in the office and the flexibility to work from home for two days. Reporting to the Complaints and Resolution Manager, you will investigate and respond to resident complaints and disrepair claims, helping to rebuild trust by taking the right actions to achieve positive outcomes. You will also manage complex cases, including complaints escalated to senior leaders, Board members, MPs, Councillors, and the Housing Ombudsman Service. In addition, you will support the development of our Customer Service Advisors by providing feedback, coaching, and guidance to help improve performance, achieve KPIs, and encourage continuous learning and development. What we are looking for As a resident-focused organisation, we believe that how we deliver our service is just as important as the outcome. We are looking for someone with experience in complaint resolution, who is passionate ..... full job details .....