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
Are you passionate about delivering exceptional customer service and resolving issues with empathy and professionalism?
We have opportunities for Complaints & Resolution Officers to join our team on full-time, fixed term contracts 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.
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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
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