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- Tasks: Manage resident complaints and resolve issues with empathy and professionalism.
- Company: Join The Guinness Partnership, a leading provider of affordable housing in England.
- Benefits: Enjoy 25-27 days holiday, competitive pension, and lifestyle benefits.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Experience in handling complaints and excellent communication skills required.
- Other info: Flexible hybrid working model with opportunities for professional growth.
The predicted salary is between 28800 - 43200 £ per year.
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 nearly 160,000 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
Are you passionate about delivering exceptional customer service and resolving issues with empathy and professionalism? We have opportunities for Complaints & Resolution Officers to join our team on full-time, fixed term contracts for 12 months. We know that flexibility is important, therefore we offer a hybrid working model; 3 days in our Oldham office with the option to work from home 2 days per week.
The successful candidate will manage a caseload of resident complaints, ensuring prompt resolution in line with the statutory Complaint Handling Code. You will investigate issues to identify root causes, trends, and solutions, sharing lessons learned to drive continuous improvement. The role involves working closely with colleagues, senior leaders, and external stakeholders, including the Housing Ombudsman Service, to deliver fair and timely outcomes. Strong case management, excellent communication skills, and a commitment to safeguarding are essential as you help us provide reliable services and improve resident satisfaction.
What we are looking for
We believe that the way we work is as important as the results we achieve. You will bring your complaints and resolution experience and apply your problem-solving skills to make a meaningful contribution to our organisational goals.
You will be able to demonstrate:
- Essential: Experience handling complaints.
- Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
- Proven experience of problem solving and effective decision making in complex situations.
- Experience of using new and emerging technologies in an omni-channel Customer Service Environment which are customer led.
- Ability to work both as an individual and as part of a team.
- Ability to deal sensitively, empathetically and tactfully with difficult and challenging situations.
- Ability to analyse and interpret data and information to inform decision making.
- Demonstrable excellent oral and written communication.
- Good knowledge of Microsoft Office.
- Excellent attention to detail.
- Desirable: Experience dealing with the Housing Ombudsman Service.
- Relevant customer service standard qualification.
Qualifications
- Essential: Educated to Level 2 (C+ or 9-4 GCSE or equivalent) or higher.
- Desirable: Academic qualifications in Housing. CIH Housing Practice Certificate (Level 3).
If you're interested in joining us and would like to apply for this role, please review the role profile to view all the key responsibilities and to ensure you meet the essential criteria.
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 required for VDU work.
- Access to the Finance wellbeing portal.
- Professional subscription annual payment.
- Travel season ticket loan.
- Car lease scheme.
Complaints & Resolution Officer employer: Guinness Partnership
Contact Detail:
Guinness Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Resolution Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at The Guinness Partnership on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've resolved complaints with empathy and professionalism. This will demonstrate that you align with their values and are ready to make a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining The Guinness Partnership.
We think you need these skills to ace Complaints & Resolution Officer
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer service shine through. We want to see how much you care about resolving issues and making a difference in residents' lives.
Tailor Your Experience: Make sure to highlight your relevant experience in handling complaints and problem-solving. Use examples that demonstrate your skills and how they align with what we’re looking for in a Complaints & Resolution Officer.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences without unnecessary fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly and is considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Guinness Partnership
✨Know Your Stuff
Before the interview, make sure you understand The Guinness Partnership's mission and values. Familiarise yourself with their approach to customer service and complaint resolution. This will help you align your answers with what they’re looking for.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully handled complaints or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, highlighting your problem-solving skills and customer focus.
✨Practice Empathy
Since the role requires dealing with challenging situations, practice how you would respond empathetically to a resident's complaint. Think about how you can convey understanding and professionalism in your answers, as this is key to the position.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team dynamics, how success is measured in the role, or what challenges the department is currently facing. This shows your genuine interest in the position and the company.
