Senior Complaints

2 weeks ago

Oldham, United Kingdom The Guinness Partnership Full time

**About Us**
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 135,000 customers nationwide. Of our 65,000 homes, more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the people who live in them.

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 customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

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

Reporting to the Complaints & Resolution Manager, you will manage an allocated caseload of customer complaints 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 on-boarding 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 complaints specialist, but you’ll also have great customer service skills and excellent attention to detail.

You’ll also be able to demonstrate:

- Proven experience of investigating and resolving 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.
- 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._

**Advert Closes: 06/08/2023 at midnight**

**Interviews will be held at Bower House on Tuesday 15th August

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