Customer Resolution Officer
Location: Oldham (Hybrid – 37 hours per week)
Reporting to: Senior Operational Delivery Manager
Contract: Permanent
Salary: £33,000
At First Choice Homes Oldham, we’re committed to improving lives by delivering safe, high-quality homes and services our customers can trust. When things go wrong, how we respond matters.
We’re looking for a Customer Resolution Officer who brings strong, hands-on complaints experience and can confidently manage complex cases from start to finish.
The impact you’ll make
You’ll be responsible for managing formal complaints, carrying out thorough investigations, and delivering clear, fair and evidence-based outcomes that stand up to scrutiny from the Housing Ombudsman.
You’ll work across the organisation to get to the root of issues, challenge where needed, and ensure we learn from complaints to improve our services.
Please see full job description at the bottom of this page
What you’ll be doing
* Managing a caseload of complaints in line with the Housing Ombudsman Complaint Handling Code
* Leading end-to-end investigations, gathering evidence from multiple teams and stakeholders
* Writing high-quality, empathetic and robust responses that clearly address all issues raised
* Working with operational teams to resolve complaints and prevent repeat issues
* Identifying trends, root causes and opportunities for service improvement
* Liaising with the Housing Ombudsman and supporting responses to investigations
* Ensuring all cases are handled fairly, transparently and within required timescales
What we’re looking for
We’re looking for someone with solid complaints handling experience in a regulated or complex environment.
You’ll need to demonstrate:
* Proven experience managing formal complaints and investigations, not just customer queries
* Strong knowledge of complaint handling standards, ideally within housing or a regulated sector
* Excellent written skills, with the ability to produce clear, structured and defensible responses
* Confidence in challenging stakeholders and working across teams to get the right outcome
* Strong analytical skills, with the ability to identify patterns and drive improvement
* A calm, professional and empathetic approach when dealing with sensitive situations
Why join FCHO?
First Choice Homes Oldham (FCHO) is a housing association providing safe, affordable and high-quality homes across Oldham and the surrounding areas. We own and manage over 11,500 properties and have the highest regulatory (G1/V1) governance rating. Every day, we’re proud to make a real difference in our communities.
Our work is guided by our Corporate Plan, focused on quality homes, excellent services and strong communities. We care deeply about our customers, colleagues and communities and are committed to improving lives across Oldham.
What’s in it for you?
We offer a fantastic range of benefits designed to support your wellbeing, work–life balance and career development:
* Competitive salary
* 37-hour working week with hybrid working options
* 30 days’ annual leave plus bank holidays
* Option to purchase additional annual leave
* Defined contribution pension scheme with up to 10% employer contribution
* Private health insurance and healthcare cash plan
* Employee Assistance Programme (24/7 support)
* 24/7 GP access through Doctorline
* Discounts, wellbeing tools and gym membership
* Professional subscriptions paid (where required)
* Enhanced family-friendly policies
* On-site wellbeing room and café
* Long service awards
Interested?
If you are an experienced in resolving customer complaints we’d love to hear from you. Please apply by 27/04/2026
Please note, we reserve the right to close this vacancy early should we receive a high volume of applications.
Inclusion and accessibility
We are committed to building an organisation that represents a variety of backgrounds, perspectives, skills and are proud to be an equal opportunity workplace. As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.
We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know and we’ll do all we can.