Resolution Support Officer

First Choice Homes Oldham (FCHO) have an exciting opportunity for a Resolution Support Officer to join our Customer Resolution Team and play a key role in delivering a high-quality, customer-focused complaints and resolution service. The role involves triaging all new complaints, being the first point of contact for customer and is key to supporting our customer resolution officers to be able to provide high quality complaint responses.

This is a fast-paced and rewarding role where you'll be at the heart of how we respond to customer concerns, ensuring issues are handled promptly, fairly and in line with regulatory requirements.

Please see the full job description at the bottom of this page.

The impact you'll make

In this role, you'll act as the first point of contact for customers raising concerns, ensuring every interaction is handled with empathy, professionalism and care.

You'll use your knowledge and judgement to triage, manage and resolve issues early wherever possible, while ensuring compliance with the Housing Ombudsman Code and Tenant Satisfaction Measures (TSMs).

You will:

• Act as the first point of contact for complaints, enquiries and customer concerns, ensuring accurate triage and logging
• Acknowledge and respond to complaints within required timescales, making early contact to understand issues and desired outcomes
• Differentiate between complaints, service requests and MP/Councillor enquiries in line with regulatory guidance
• Lead on early resolution of customer issues using delegated authority and specialist knowledge
• Maintain accurate and high-quality case records, ensuring all actions, contacts and outcomes are recorded
• Prepare case summaries, timelines and supporting information for investigations and reviews
• Communicate with customers clearly and empathetically
• Monitor and manage shared inboxes, ensuring timely responses and effective coordination
• Identify and escalate high-risk or safeguarding concerns in line with policy
• Support compliance with the Housing Ombudsman Code, STAIRs and regulatory requirements
• Work collaboratively with Customer Resolution Officers and wider teams to support case progression
• Analyse themes and trends from customer feedback to support learning and service improvement
• Provide advice and guidance to colleagues on complaint handling, triage and best practice

You'll be a customer-focused and organised individual who thrives in a fast-paced environment and is passionate about delivering excellent service.

You'll be confident handling sensitive or complex situations, with strong attention to detail and the ability to balance empathy with professionalism.

You will have:

• Experience working in a customer service, complaints, or administrative environment
• Experience managing multiple priorities in a busy, customer-facing role
• Strong communication skills
• Excellent organisational skills and attention to detail
• Confidence working with IT systems, including Microsoft Office and case management tools
• The ability to work empathetically with customers in challenging or emotive situations
• Strong teamwork and collaboration skills
• The ability to make informed decisions within delegated authority

Desirable:

• Knowledge of the Housing Ombudsman Code and Tenant Satisfaction Measures (TSMs)
• Experience in social housing or regulated environments
• Experience using systems such as Northgate or similar CRM platforms
• Experience analysing data or trends to support service improvement

We offer a fantastic range of benefits designed to support your wellbeing, work-life balance and career development:

• 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, 30 days holiday

Generous pension scheme

Hybrid working

Family friendly policies

Our People

• Chris Goode
• Project Manager, Investment Delivery

"I've had great opportunities to learn and progress by working with internal and external partners to make a real difference to our homes and customers' lives."

• Nazma Hussain
• Contact Centre Advisor

"I enjoy helping our customers and working across teams to provide essential services for their homes."

• Angelise Johnston
• Apprentice Joiner

"There are so many opportunities to learn and develop new skills."

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 are proud to make a real difference in our communities. Our work is guided by our Big Plan, focused on providing homes we're proud of, supporting people to thrive and creating a great place to work. We care deeply about our customers, colleagues and communities and are committed to improving lives across Oldham., We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know and we'll do all we can. At First Choice Homes Oldham, we're all about being a community anchor organisation and making a positive difference where we work. Our dedicated team delivers this every day through good quality, affordable homes, excellent services and thriving communities for customers living in our 11,500 homes across Oldham and surrounding boroughs. We're a significant employer in the local area and we're ambitious to grow. We ensure colleagues enjoy working at FCHO, are developed and can build careers for successful futures. Join us and become a part of a team passionate about providing homes we are proud of and improving lives.