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- Tasks: Manage customer complaints and Housing Ombudsman enquiries with a focus on quality and timeliness.
- Company: Join a customer-focused organisation dedicated to resolving issues effectively.
- Benefits: Enjoy hybrid working with three days in the office and two days remote.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: Experience in handling complaints, excellent communication skills, and knowledge of relevant legislation required.
- Other info: Applications close on 20th July 2025; interviews start on 28th July 2025.
The predicted salary is between 36000 - 60000 £ per year.
About the role
We are looking for a dynamic and passionate Senior Complaints & Resolution Specialist to join the Complaints & Resolution Team in London on a full time, permanent basis.
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.
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Senior Complaints & Resolution Specialist employer: The Guinness Partnership
Contact Detail:
The Guinness Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints & Resolution Specialist
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman’s determinations and current best practices. This knowledge will not only help you in interviews but also demonstrate your commitment to understanding the complexities of the role.
✨Tip Number 2
Prepare examples of how you've successfully resolved complex customer complaints in the past. Be ready to discuss specific situations where your influencing and negotiating skills made a difference.
✨Tip Number 3
Showcase your political awareness by staying updated on current events and issues related to housing. This will help you engage in meaningful discussions during the interview process.
✨Tip Number 4
Practice your oral communication skills, as you'll need to articulate your thoughts clearly and confidently. Consider mock interviews or speaking with friends to refine your delivery.
We think you need these skills to ace Senior Complaints & Resolution Specialist
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Senior Complaints & Resolution Specialist position. Make sure you understand the key responsibilities and essential experience required, as this will help you tailor your application.
Craft a Strong Personal Statement: In your personal statement, highlight your relevant experience in handling complaints and dealing with Ombudsman enquiries. Use specific examples to demonstrate your skills in customer service, attention to detail, and effective communication.
Tailor Your CV: Ensure your CV reflects your experience related to the role. Emphasise your proven experience in investigating and resolving complex complaints, as well as your knowledge of relevant legislation and best practices.
Proofread Your Application: Before submitting, carefully proofread your personal statement and CV for any grammatical errors or typos. Good grammar is essential for this role, so make sure your application is polished and professional.
How to prepare for a job interview at The Guinness Partnership
✨Showcase Your Customer Service Skills
As a Senior Complaints & Resolution Specialist, your ability to handle customer complaints effectively is crucial. Prepare examples of past experiences where you successfully resolved complex issues, highlighting your customer service skills and attention to detail.
✨Demonstrate Your Knowledge of Legislation
Familiarise yourself with relevant legislation and the Housing Ombudsman’s determinations. Be ready to discuss how this knowledge has informed your approach to resolving complaints in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and negotiation skills. Think of specific situations where you had to influence stakeholders or negotiate outcomes, and be prepared to explain your thought process.
✨Practice Your Written Communication
Since letter writing is a key part of the role, practice drafting clear and concise responses to hypothetical complaints. This will not only help you demonstrate your written communication skills but also show your attention to detail.
