Senior Complaints & Resolution Specialist
Senior Complaints & Resolution Specialist

Senior Complaints & Resolution Specialist

Oldham Full-Time 36000 - 60000 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Manage customer complaints and Housing Ombudsman enquiries with a focus on quality and timelines.
  • 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: Be part of a dynamic team making a real impact in customer service.
  • Qualifications: Experience in handling complaints, excellent communication skills, and knowledge of relevant legislation required.
  • Other info: This is a full-time, 12-month fixed term contract with opportunities for growth.

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 Oldham on a full time, 12-month fixed term contract.

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

Join our dedicated team in Oldham as a Senior Complaints & Resolution Specialist, where we prioritise a supportive and collaborative work culture. With hybrid working options, you can enjoy the flexibility of working from home while still being part of a vibrant office environment. We are committed to your professional growth, offering opportunities for development and training, making us an excellent employer for those seeking a meaningful career in customer service.
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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 from your past experiences where you've successfully resolved complex complaints. Be ready to discuss your approach, the challenges you faced, and the outcomes, as this will showcase your problem-solving skills.

✨Tip Number 3

Brush up on your letter writing skills, focusing on clarity and professionalism. Since the role involves significant written communication, being able to articulate your thoughts clearly will set you apart.

✨Tip Number 4

Demonstrate your political awareness by staying updated on current events and issues related to housing. This will show that you understand the broader context in which the Complaints & Resolution Team operates.

We think you need these skills to ace Senior Complaints & Resolution Specialist

Customer Service Skills
Attention to Detail
Complaint Investigation
Letter Writing
Good Grammar
Political Awareness
Knowledge of Housing Ombudsman Determinations
Legislative Knowledge
Influencing Skills
Negotiation Skills
Excellent Oral Communication
Excellent Written Communication
Proficiency in Microsoft Office
Experience with Ombudsman Enquiries
Experience with MP and Councillor Enquiries

Some tips for your application 🫡

Understand the Role: Read the job description thoroughly to understand the key responsibilities and essential criteria. Tailor your application to highlight how your experience aligns with the requirements of a Senior Complaints & Resolution Specialist.

Craft a Strong Personal Statement: In your personal statement, focus on your experience in handling complex customer complaints and your skills in negotiation and influencing. Use specific examples to demonstrate your achievements and how they relate to the role.

Highlight Relevant Experience: Make sure your CV clearly outlines your relevant experience, particularly in dealing with Ombudsman enquiries and managing escalated complaints. Use bullet points for clarity and ensure your grammar is impeccable.

Review and Submit: Before submitting your application, review all documents for accuracy and completeness. Ensure that your CV and personal statement are combined into one attachment as specified in the application instructions.

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. Be prepared to share specific examples of how you've successfully resolved complex issues in the past, highlighting your customer service skills.

✨Demonstrate Attention to Detail

Attention to detail is key in this role. During the interview, mention instances where your meticulous approach has led to successful outcomes, especially in letter writing or handling sensitive complaints.

✨Understand Relevant Legislation

Familiarise yourself with the Housing Ombudsman determinations and current best practices. Being able to discuss relevant legislation confidently will show that you are well-prepared and knowledgeable about the field.

✨Prepare for Scenario-Based Questions

Expect scenario-based questions that assess your problem-solving and negotiation skills. Think through potential situations you might face in the role and how you would handle them, demonstrating your influencing abilities.

Senior Complaints & Resolution Specialist
The Guinness Partnership
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