Resolution Support Officer in Oldham

First Choice Homes Oldham (FCHO) have an exciting opportunity for a Resolution Support Officer to join our Customer Resolution Team and play a key role in delivering a high-quality, customer-focused complaints and resolution service. The role involves triaging all new complaints, being the first point of contact for customers and is key to supporting our customer resolution officers to provide high-quality complaint responses.

This is a fast-paced and rewarding role where you’ll be at the heart of how we respond to customer concerns, ensuring issues are handled promptly, fairly and in line with regulatory requirements.

The impact you’ll make

In this role, you’ll act as the first point of contact for customers raising concerns, ensuring every interaction is handled with empathy, professionalism and care. You’ll use your knowledge and judgement to triage, manage and resolve issues early wherever possible, while ensuring compliance with the Housing Ombudsman Code and Tenant Satisfaction Measures (TSMs).

You will:

• Act as the first point of contact for complaints, enquiries and customer concerns, ensuring accurate triage and logging
• Acknowledge and respond to complaints within required timescales, making early contact to understand issues and desired outcomes
• Differentiating between complaints, service requests and MP/Councillor enquiries in line with regulatory guidance
• Lead on early resolution of customer issues using delegated authority and specialist knowledge
• Maintain accurate and high-quality case records, ensuring all actions, contacts and outcomes are recorded
• Prepare case summaries, timelines and supporting information for investigations and reviews
• Communicate with customers clearly and empathetically
• Monitor and manage shared inboxes, ensuring timely responses and effective coordination
• Identify and escalate high-risk or safeguarding concerns in line with policy
• Support compliance with the Housing Ombudsman Code, STAIRs and regulatory requirements
• Work collaboratively with Customer Resolution Officers and wider teams to support case progression
• Analyse themes and trends from customer feedback to support learning and service improvement
• Provide advice and guidance to colleagues on complaint handling, triage and best practice

Our ideal candidate

You’ll be a customer-focused and organised individual who thrives in a fast-paced environment and is passionate about delivering excellent service. You’ll be confident handling sensitive or complex situations, with strong attention to detail and the ability to balance empathy with professionalism.

You will have:

• Experience working in a customer service, complaints, or administrative environment
• Experience managing multiple priorities in a busy, customer-facing role
• Strong communication skills
• Excellent organisational skills and attention to detail
• Confidence working with IT systems, including Microsoft Office and case management tools
• The ability to work empathetically with customers in challenging or emotive situations
• Strong teamwork and collaboration skills
• The ability to make informed decisions within delegated authority

Desirable:

• Knowledge of the Housing Ombudsman Code and Tenant Satisfaction Measures (TSMs)
• Experience in social housing or regulated environments
• Experience using systems such as Northgate or similar CRM platforms
• Experience analysing data or trends to support service improvement

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 are proud to make a real difference in our communities.

We offer a fantastic range of benefits designed to support your wellbeing, work-life balance and career development:

• 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? Please submit your application before 10:00am on 31st July 2026. Interview dates to be confirmed.

Please note, we reserve the right to close this vacancy early should we receive a high volume of applications. 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.