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.
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, 12-month fixed term contract.
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: Will take place 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.
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
TPBN1_UKTJ