Response and Resolution Officer

Job Description

We are looking for a motivated and skilled Resolution and Response Team Officer to join our team. This role plays a key part in ensuring high‑quality, timely, and lawful responses to corporate and statutory complaints, Ombudsman and Members’ enquiries.

GRADE 5 – £35,520 – £38,739 per annum.

Responsibilities

• Manage a varied caseload and handle complex customer contact.
• Work closely with services across the Council to coordinate accurate, professional responses.
• Identify learning from complaints, support service improvements and help reduce escalation by resolving issues early and effectively.

Qualifications

• Experience of complaints handling.
• Strong communication and decision‑making skills.
• Ability to remain calm under pressure while applying legislation fairly and consistently.
• Organised, customer‑focused, and confident working with sensitive information in a regulated environment.
• Experience in local authority Social Care services is an advantage but not essential.

EEO Statement

When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees.

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