Complaints Resolution Officer - Manchester City Council
3 x Complaints Resolution Officer Roles.
Working Hours: 35 Hours Per Week
Contract Type: Full-Time, Permanent
Closing Date: 14 December 2025
Closing time: 11.59pm
Interview Method: Face to Face
This role is subject to - 2 References (where possible we require 3 years' history).
Team and Purpose
We’re excited to announce three brand-new roles within our Resident Experience Team. These roles offer a chance to make a meaningful impact, working closely with residents to enhance their experience and contribute to a dynamic team.
These 3 exciting new roles will sit at the heart of the complaints function within Resident Experience. We’re looking for organised, empathetic individuals who are eager to learn and grow within a team that champions a culture of fairness, accountability, and continuous improvement.
Responsibilities
* Manage formal Stage 1 complaints cases from start to finish, ensuring the resident’s voice remains central to every decision and action taken.
* Demonstrate empathy, professionalism, and a commitment to delivering fair and timely outcomes.
* Adhere to strict codes of conduct in line with the Housing Ombudsman’s standards.
* Ensure all actions are fully compliant and completed to a suitable standard.
* Compose resolution letters to a high standard.
Qualifications and Skills
* Strong organisational skills with the ability to manage multiple caseloads simultaneously.
* Excellent communication skills and ability to navigate challenging conversations with residents.
* Understanding of housing practices, policy changes, and related codes of conduct.
* Cultural awareness and ability to adapt approach to diverse resident needs.
* Capability to build trusting relationships with residents, colleagues, and external stakeholders.
Benefits We Offer
* Generous holiday allowance – up to 26 days annual leave per year plus bank holidays, increasing to 31 days after five years of local government service. Additional leave can be purchased up to two weeks.
* Pension – enrolment in the UK’s largest local government pension scheme with multiple top‑up options and life cover three‑times your salary.
* Enhanced parental and carers leave.
* Perks – discounts on shopping, holidays, phone contracts, cycle to work, free flu jabs, eye tests, and more.
* Learning opportunities – workshops, training, apprenticeships, and qualifications through a comprehensive onboarding process.
* Good Employment Charter member – secure, flexible work and fairness embedded in all aspects, annual pay review and health & wellbeing support.
* Up to 3 days volunteering leave.
Creating an Inclusive Team at Manchester City Council
We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.
Support During the Process
* Interview Adjustments – let us know if you need any adjustments.
* Accessible Formats – our ReciteMe tool provides text‑to‑speech, translation, adjustable text size and colour.
Guaranteed Assessment Scheme
We guarantee assessments for applicants who meet the recruiting panel’s minimum shortlisting requirements and identify with any of the following:
* Current or former armed forces members or veterans.
* Current or former care leavers.
* Individuals with a disability or long‑term condition.
* Completed the GM Elevate (Leadership Development) Programme or any MCC positive action programme.
Pre‑Employment Checks
* Proof of Right to Work.
* References from current and previous employers.
* Proof of Qualifications.
* Disclosure and Barring Service (DBS) Check.
* Proof of Manchester Residency (where required).
* Police Vetting (where required).
* Baseline Personnel Security Standard (BPSS) Clearance.
* Driving Licence (if role requires driving).
Right to Work
In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This role is not eligible for sponsorship under the Skilled Worker route, so candidates should consider their own right to work options.
Other Relevant Information
We provide necessary aids, adaptations or equipment to support you, and if any task is unachievable we will consider redesigning parts of the role.
For more information about the role, please read the attached role profile.
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