Description About the role We have an exciting opportunity for 2 Complaints and Resolution Specialists to join our team in Oldham on a 12-month fixed term contract basis, hybrid working where you will spend 3 days a week based in our office and 2 days working from home. Reporting to the Complaints and Resolution Manager you will respond to customer complaints and develop the trust of customers by taking appropriate actions swiftly and within the agreed timescales. You will also provide support, coaching, guidance and advice to Customer Service Advisors to ensure great service is maintained, help meet KPIs and individual objectives and support continuous improvement and development. What we’re looking for We are a customer-focussed organisation, so we know that how we do things is just as important as what we do. As the key point of contact for customers who have made complaints, the Complaints and Resolution Specialists take personal responsibility for ensuring a positive experience and timely resolution. You will also be able to demonstrate these essential skills and experience: Proven experience in a customer-focused environment with a track record of delivering excellent customer service. Previous experience handling complaints. Strong problem-solving skills and effective decision-making in complex situations. Experience using new and emerging technologies in an omni-channel Customer Service Environment. Sensitivity, empathy, and tact in difficult and challenging situations. Ability to analyse and interpret data to inform decision-making. Exceptional attention to detail. Understanding of coaching models and experience in developing others. Experience and knowledge of Social Housing is highly desirable. If you are interested in joining us, please review the role profile to view all key responsibilities and ensure you meet the essential criteria. Face-to-face interviews will take place at Bower House Oldham from 10 th February onwards.