Customer Resolution Officer

At First Choice Homes Oldham, we're committed to improving lives by delivering safe, high-quality homes and services our customers can trust. When things go wrong, how we respond matters.
We're looking for a Customer Resolution Officer who brings strong, hands-on complaints experience and can confidently manage complex cases from start to finish.
The impact you'll make
You'll be responsible for managing formal complaints, carrying out thorough investigations, and delivering clear, fair and evidence-based outcomes that stand up to scrutiny from the Housing Ombudsman.
You'll work across the organisation to get to the root of issues, challenge where needed, and ensure we learn from complaints to improve our services.
Please see full job description at the bottom of this page
What you'll be doing
Managing a caseload of complaints in line with the Housing Ombudsman Complaint Handling Code
Leading end-to-end investigations, gathering evidence from multiple teams and stakeholders
Writing high-quality, empathetic and robust responses that clearly address all issues raised
Working with operational teams to resolve complaints and prevent repeat issues
Identifying trends, root causes and opportunities for service improvement
Liaising with the Housing Ombudsman and supporting responses to investigations
Ensuring all cases are handled fairly, transparently and within required timescales

We're looking for someone with solid complaints handling experience in a regulated or complex environment.
You'll need to demonstrate:
Proven experience managing formal complaints and investigations, not just customer queries
Strong knowledge of complaint handling standards, ideally within housing or a regulated sector
Excellent written skills, with the ability to produce clear, structured and defensible responses
Confidence in challenging stakeholders and working across teams to get the right outcome
Strong analytical skills, with the ability to identify patterns and drive improvement
A calm, professional and empathetic approach when dealing with sensitive situations

First Choice Homes Oldham (FCHO) is a housing association providing safe, affordable and high-quality homes across Oldham and the surrounding areas. We own and manage over 11,500 properties and have the highest regulatory (G1/V1) governance rating. Every day, we're proud to make a real difference in our communities.
Our work is guided by our Corporate Plan, focused on quality homes, excellent services and strong communities. We care deeply about our customers, colleagues and communities and are committed to improving lives across Oldham.
What's in it for you?
We offer a fantastic range of benefits designed to support your wellbeing, work-life balance and career development:
Competitive salary
37-hour working week with hybrid working options
30 days' annual leave plus bank holidays
Option to purchase additional annual leave
Defined contribution pension scheme with up to 10% employer contribution
Private health insurance and healthcare cash plan
Employee Assistance Programme (24/7 support)
24/7 GP access through Doctorline
Discounts, wellbeing tools and gym membership
Professional subscriptions paid (where required)
Enhanced family-friendly policies
On-site wellbeing room and café
Long service awards
Interested?