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Job Description
About the role
We are looking for a dynamic and passionate Senior Complaints & Resolution Specialist to join the Complaints & Resolution Team in Oldham on a full time, permanent basis.
We offer hybrid working where you can work three days from the office and two days working remotely.
Reporting to the Complaints & Resolution Manager, you will manage an allocated caseload of customer complaints and Housing Ombudsman enquiries within agreed timescales and quality standards, specifically those escalated via Senior Executives and MPs.
What We’re Looking For
We are a customer-focused organisation, so we know that how we do things is just as important as what we do. You will not only be an experienced Senior Complaints Specialist, but you will also have great customer service skills, excellent attention to detail and experience dealing with enquires from the Housing Ombudsman.
You’ll Also Be Able To Demonstrate
- Proven experience of investigating and resolving complex and sensitive customer complaints
- Experience of letter writing and good grammar
- Political awareness
- Good knowledge of appropriate legislation; Housing Ombudsman determinations and current best practice
- Proven influencing & negotiating skills
- Excellent oral and written communications
- Good knowledge of Microsoft Office
Essential Experience
- Experience handling complaints
- Experience dealing with Ombudsman, MP, and Councillor enquiries
Advert Closes: Sunday 20th July 2025 at midnight.
Interview Process: From Monday 28th July 2025.
To apply: Please review the Role Profile and submit an application, including a personal statement and CV in one attachment.
If you are interested in finding out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the attached role profile.
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About Us
The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
