Complaints & Resolution Specialist - the guinness partnership : Job Details

We’re looking for a dynamic and passionate individual to join our Complaints & Resolution Team, this role is offered on a full-time 35 hour per week, fixed-term contract for up to 12-months. You will act as the key point of contact for any resident who has made a complaint and will take personal responsibility for ensuring that every resident receives a positive experience of the complaints service in a timely manner.

We currently operate a hybrid working style, so you'll work 3 days a week in office and 2 days from home. 

About the Role

Reporting to the Complaints and Resolution Manager, you’ll respond to our residents complaints and disrepair claims and work to regain their trust by taking the appropriate actions to put things right. You’ll provide effective resolution to disrepair claims and complaints escalated to board members, the executive team, senior managers, directors, MPs, Councillors, and the Housing Ombudsman Service.

You’ll provide feedback, training and coaching to our Customer Service Advisors to help meet KPI’s, individual objectives, support continuous improvement and individual development.

About you

We’re a customer-focused organisation so we know that how we do things is just as important as what we do. 

The successful candidate will have good Microsoft Office skills, good attention to detail and experience of working to deadlines and targets are essential.  Above all, you will be committed to delivering an excellent service to our residents and will go out of your way to find solutions to problems. You will also have the following essential skills and experience:

• Proven experience of working in a customer focused environment with a track record of delivering excellent customer service.
• Experience handling complaints.
• 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 in 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.
• An understanding of coaching models and experience developing others.
• Able to demonstrate Guinness behavioural competencies.

If you're interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and ensure you meet the essential criteria.

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