Senior Complaints

**About the role**
We have an exciting opportunity for a Senior Complaints & Resolution Specialist to join our team in Oldham on a Fixed-Term contract for 12 months.

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 operate on a hybrid working basis which offers the opportunity to work 2 days in the office and 3 days from home. Specific days to be agreed during the onboarding process.

**What we’re looking for**
We’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.

**Essential Qualifications**:

- Educated to Level 2 (C+ pr 9-4 GCSE or equivalent).
- Academic qualifications in Housing
- CIH Housing Practice Level 3 Certificate

**Advert Closes**:Thursday 4 th April 2024 at midday

**Interviews will be held at Bower House on Tuesday 9 **th **April & Wednesday 10 **th **April 2024**
- 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.INDTGP