Complaints Resolution Officer

Complaints Resolution Officer
Salary: £36,000

Location: Manchester - Agile

Full Time, Permanent

Closing Date: 7th April 2024

Teams Stage 1 interviews: 18 April 2024

Stage 2 face to face interviews: 25 April 2024

Support our communities. See the difference you can make in our city.

At One Manchester we’re passionate about providing good quality homes, great services and real opportunities for customers and communities. We’re more than just a landlord. We invest in new and existing homes, provide money advice, employment and training support and build strong partnerships to support inclusive growth.

What’s the job all about?

We’ve been working hard behind the scenes to improve our complaints service to do right by our customers. We’re now on the lookout for a Complaints Resolution Officer to join us and turn our vision into reality.

This is an exciting role for us and is really important in our mission to shake up our complaints process. Our customers are always our top priority, and this role is key in helping us do right by them, supporting them when they're not happy with our service, while also pushing us to keep improving the service we offer.

In this role, your main job will be to manage all our complaints activity and make sure every customer has a positive complaints experience. That means sorting out any problems right away and making sure every interaction is efficient, helpful, and friendly!

We're looking for someone who can really own our complaints service and act as our go-to expert, delivering a great service for both our customers and colleagues.

Who are we looking for?

• We’re looking for someone who’s worked in complaints before and would be comfortable managing a high volume of complaint cases.

• We’re searching for a customer service superstar who is a natural at supporting customers, empathizes with customers and listens attentively to their needs.

• The right person will be comfortable working with stakeholders at all levels to get the best outcomes for our customers.

• While experience in the housing sector would be great, understanding social housing and the services we provide to our customers will suffice for this role.

• We’re after a self starter who excels at juggling multiple tasks and handling competing priorities.

• You’ll also need to know how to use IT software including Microsoft Office programmes.

Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challenge yourself to be creative and ambitious and see the difference you can make in our great city.

If this sounds like you then apply today, we’d love to hear from you!

We own and manage over 12,000 homes in central, south and east Manchester. We have one purpose: to provide good quality homes, great services, and real opportunities for our customers and communities. Our role as a trusted Registered Provider of Social Housing goes well beyond putting people in safe and secure homes. That’s not to say it’s not one our key priorities, it’s simply one of the many things we do to help our customers live happy and fulfilled lives. We put people at the heart of everything we do. We’re constantly evolving as a business to ensure we’re supporting our customers and communities. We focus on improving our communities by offering a range of services, including employment opportunities, building new developments, and ensuring our customers have safe homes to live in.

In accordance with the aims of our Equality and Diversity strategy and organisational commitment to address the employment of underrepresented groups, One Manchester is operating 'the Rooney Rule'. This means that we aim to interview at least one ethnically diverse candidate for all roles. We will also interview at least one female candidate for all our roles within our trades and facilities teams where we experience an under representation.

One Manchester strives for equality, diversity and inclusion in all that we do. We positively encourage applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We are transitioning to a culture where agile working will be a feature of many of our roles. We also try to support and promote a culture of flexible working where possible and practical. If you are interested in a role but require flexibility or part time hours please give us a call and we can let you know if this can be considered for a particular role.