Senior Complaints & Resolution Specialist

About the roleWe are currently looking for 2 Senior Complaints & Resolution Specialists to join our team in Oldham on a 6 month Fixed-Term contract basis.

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.

We currently operate a hybrid working style blending office days and home working. Specific office days to be agreed during the onboarding process.

What we're looking forWe're a customer-focussed organisation so we know that how we do things is just as important as what we do. You'll not only be an experienced senior complaints specialist, but you'll 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: Wednesday 9^th October 12 noon

Interviews will be held at Bower House Oldham, OL97LH the week commencing 14^th October.

If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.

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