Community Resolution Officer

Community Resolution Officer

Macclesfield, Cheshire

£35,245 per annum

Permanent, Full-Time

37 hours per week

Closing Date: 12th January 2025

We’re a housing provider in Macclesfield with over 5,000 properties across East Cheshire and the surrounding areas. We’re ambitious with plans to build more homes, regenerate local areas and invest in our properties. We provide housing to those in housing need and aim to be a great landlord for our customers.

We are looking for a motivated, compassionate, and customer-focused individual to join our team as a Community Resolution Officer to tackle tenancy issues and anti-social behaviour (ASB) with empathy and professionalism.

What we can offer you:

• 28 days holiday per year, plus birthday leave and Bank Holidays.

• A great pension scheme tailored to suit your needs.

• Flexible working hours and homeworking options to support work-life balance.

• A focus on your health and wellbeing including access to our Health Cash Plan offering a variety of benefits and discounts.

• Continuous training and development opportunities - let us help you reach your career goals.

• A supportive, award-winning office environment with a friendly team.

Key Responsibilities:

• Managing a varied caseload of ASB and nuisance complaints, from initial contact through to resolution, including where we need to take legal action to remedy.

• Providing support and guidance to all involved parties (complainants, alleged perpetrators, and witnesses), ensuring their voices are heard and that interventions are tailored to the situation.

• Using a range of interventions, to resolve disputes and reduce incidents of ASB.

• Working closely with colleagues, partners, and external agencies to ensure holistic support and solutions are provided.

• Maintaining accurate case records and providing regular updates to stakeholders.

• Promoting a positive community environment and improving customer satisfaction through effective resolution of complaints.

What we're looking for:

• Experience in managing anti-social behaviour and resolving complex, sensitive customer issues.

• Excellent communication skills, with the ability to manage difficult conversations and support all parties involved - including complainants, perpetrators, and witnesses.

• The ability to find creative solutions to resolve disputes and promote positive community relationship and the ability to navigate sensitive situations with empathy and tact.

• Resilience in the face of challenging situations and the ability to maintain focus under pressure

• A proactive approach to problem-solving, with a focus on positive interventions that lead to improved customer satisfaction and community cohesion.

• A commitment to our values, ensuring they align with your approach to your work and your interactions with customers and colleagues.

Why join us?

This is an exciting time to join our team as we continue to grow and strengthen our Customer Support and Enforcement service. If you're passionate about supporting communities, solving problems creatively, and making a positive impact, we’d love to hear from you.