Complaints Resolution Officer

Complaints Resolution Officer: (Company Name - Subscribers only)

About The Role

3 x Complaints Resolution Officer Roles.

Working Hours: 35 Hours Per Week

Contract Type: Full-Time, Permanent

Closing Date: 14 December 2025

Closing time: 11.59pm

Interview Method: Face to Face

This role is subject to –

2 References – where possible we require 3 years’ history.

We’re excited to announce three brand-new roles within our Resident Experience Team. These roles offer a chance to make a meaningful impact, working closely with residents to enhance their experience and contribute to a dynamic team.

These 3 exciting new roles will sit at the heart of the complaints function within Resident Experience.

We’re looking for organised, empathetic individuals who are eager to learn and grow within a team that champions a culture of fairness, accountability, and continuous improvement. You’ll be part of an environment that values diverse perspectives and encourages a proactive approach to problem-solving, always putting residents at the heart of what we do.

In this role, you will be responsible for managing formal Stage 1 complaints cases from start to finish, ensuring that the resident’s voice remains central to every decision and action taken. You’ll need to demonstrate empathy, professionalism, and a commitment to delivering fair and timely outcomes.

The Complaints Team operates within a highly regulated environment, adhering to strict codes of conduct in line with the Housing Ombudsman’s standards. Attention to detail, accountability, and a strong understanding of housing regulations are essential to succeed in this role.

The role will be to manage stage 1 complaints cases from beginning to end ensuring that actions taken within the process are fully compliant and completed to a suitable standard.

As the Case Manager you will be expected to comprise resolution letters to a high standard and this will form part of the interview process.

For an informal discussion, please contact the hiring manager Emma Quayle at emma.quayle@manchester.gov.uk to arrange a convenient time to discuss the role.

About the Candidate

We are seeking individuals with exceptional communication skills who are confident in navigating challenging conversations with residents and resolving issues with empathy and efficiency. You will be culturally aware and able to adapt your approach to meet the diverse needs of our resident community.

You will demonstrate strong organisational skills, with the ability to manage multiple caseloads simultaneously while maintaining attention to detail. A comprehensive understanding of housing practices is essential, along with the ability to stay up to date with policy changes, procedures, and codes of conduct.

Building trusting and valuable relationships is key to this role — not only with residents, but also with colleagues across the organisation and external stakeholders. Your ability to collaborate, communicate, and remain solution-focused will be central to your success.

About Us

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance – Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
• A buzzing pension – You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave – Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
• Brilliant perks – Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow – We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member – We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave – Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at (Company Name - Subscribers only)

At (Company Name - Subscribers only), we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our

can be accessed through the