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 nearly 160,000 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. JOB DESCRIPTION Join us as a Complaints and Resolution Specialist and help shape a better experience for our residents. In this key role, you'll manage and resolve customer complaints with empathy and efficiency, ensuring fair outcomes and continuous service improvement. You will also provide support, coaching and guidance to Customer Service Advisors to ensure that great service is maintained. This role is on a fixed term basis for 12-months. 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.As the key point of contact for residents who have made complaints, the Complaints and Resolution Specialists take personal responsibility for ensuring a positive experience and timely resolution. You will also be able to demonstrate these essential skills and experience : Proven experience in a customer-focused environment with a track record of delivering excellent customer service. Previous experience handling complaints. Strong problem-solving skills and effective decision-making in complex situations. Experience using new and emerging technologies in an omni-channel Customer Service Environment. Sensitivity, empathy, and tact in challenging situations. Ability to analyse and interpret data to inform decision-making. Exceptional attention to detail. Understanding of coaching models and experience in developing others. Experience and knowledge of Social Housing is highly desirable. To learn more about the key responsibilities of the role and make sure you meet the essential criteria, please take a look at the role profile. Please apply with a CV and personal statement outlining how your skills, knowledge and experience meet the essential criteria in the role profile. Interviews will be held from the week commencing the 29th September. REEDTGP Benefits • Holidays We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days). • Competitive Pension Scheme We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions. • Benefits Portal We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping. • Performance Pay Annual Performance Score bonus subject to eligibility • Life Assurance For peace of mind Guinness provides three times salary life cover in the event of your death • Health Plan Options There are a couple of health care schemes available depending on the post grade • VDU/DSE Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work • Access to the Finance wellbeing portal • Professional subscription annual payment • Travel season ticket loan • Car lease scheme