Housing Resolutions Officer

Title: Housing Resolutions Officer

Grade/Salary: F

Contract Type: Permanent

Hours: 37

Location: Hybrid

About The Role

We are looking to appoint a Housing Resolutions Officer as part of the Housing Resolutions Team. You will be responsible for investigating customer complaints, putting things right where they have gone wrong, and identifying service improvements.

Working as part of the housing directorate, you will play a crucial role in delivering a comprehensive, sensitive, and effective complaints service:

• Investigate and resolve customer complaints
• Identify learning and improvements from each complaint
• Working closely with stakeholders to improve service delivery

We are looking for people who:

• Have experience of working with, and managing a caseload
• Are customer focused and driven to improve Housing services
• Can challenge barriers to service delivery
• Have excellent communication skills

Essential Requirements:

• Demonstrable customer service experience
• Experience managing and resolving customer concerns

Closing Date: 23rd October 2026

Interviews will take place early November

Please submit a CV and supporting statement to lauren_pilkington@sandwell.gov.uk before the closing date.

We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to submit your CV as soon as possible. When submitting your CV and supporting statement, please refer to the supporting documents attached.

If you are an internal candidate and currently at risk, please let the recruiting manager know.

If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.

If you have a disability and require assistance in submitting your CV, please contact lauren_pilkington@sandwell.gov.uk

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit https://www.sandwell.gov.uk/counciljobs

Click here to find out more about our One Team Framework: Values and Behaviours

https://www.sandwell.gov.uk/WeAreSandwell/council/story

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