Customer Resolution Officer

Barnsley Council; Barnsley; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Flexible working

Hybrid working

Local Government Pension Scheme

Generous annual leave

Training and development

Job summary

Barnsley Council is seeking a Customer Resolution Officer to join our Legal Services team, handling complaints and resolving them in line with statutory regulations for adult and children’s social care. You will manage your own caseload, advising colleagues on case management and process across council services.

We offer flexible, hybrid working, a Local Government Pension Scheme, generous leave, and opportunities for training and development in a people‑centred, inclusive workplace.

Qualifications

• Experience in a complaints management environment analyzing, reviewing and communicating complex information.
• Strong communication skills and ability to present information to varied audiences.
• Experience handling complaint cases and providing guidance on statutory regulations.

Responsibilities

• Work directly with customers to resolve complaints face to face, by telephone, and in writing.
• Hold a personal caseload of complaint cases and manage them per statutory regulations.
• Provide advice and guidance to colleagues on complaint case management and processes across services.

Skills

Analytical thinking

Communication

Caseload management

Education

Level 3 qualification or equivalent

Job description

Position reference: 50131536 Directorate: Core | Service: Legal Services

Salary : £36,581 - £39,481

Working Arrangements : Monday to Friday - core hours inc. agile working

Hours per week : 37

Contract type : Permanent

We are happy to talk flexible working arrangements with you, please get in touch.

Closing date : 09/10/2026 a t 23:59

The successful candidate will be required to speak English to an appropriate standard.

This post requires a Basic Criminal Record Check

Prospective employees will be required to give a reasonable account of any significant periods (6 months or more in the past 3 years) of time living abroad.

• We’re one of the biggest employers in the borough supporting around 243,000 people.
• Working at Barnsley Council means being part of a team that makes a real difference to people’s lives, where you can develop the skills you need to make change happen.
• If you join the team you’ll receive great pay alongside an excellent pension scheme. With flexible working we’ll also support your work/life balance, helping you to adjust your hours and take time off when you need it.
• We’ll help you to develop your career and grow your skills with opportunities for training and development.
• There’s so much happening in our thriving borough and your talent and skills will help us make Barnsley the place of possibilities.
• Key to our success is working with our residents, partners, businesses and organisations and building these partnerships to bring about change in Barnsley.

About The Post

As a council we pride ourselves in being an inclusive employer where a people-centred culture is at the forefront of supporting our people’s well-being, motivation, and productivity. We understand the importance of flexibility and we offer a range of flexible working patterns to aid a work life balance that accommodates individual needs. As a modern employer we actively remove the barriers to employment. Whether you are looking for a part-time opportunity, a working parent or carer, living with a disability or long-term health condition, we welcome and value your application to join our team. We are looking for a motivated, enthusiastic, and committed Customer Resolution Officer to join our team providing a comprehensive complaints service to deliver the very best outcomes for the people of Barnsley.

As a Customer Resolution Officer You Will

• Work directly with our customers in the resolution of their complaints. This can be face to face, by telephone, and in writing.
• Hold your own caseload of complaint cases and manage these in line with the statutory regulations for adult and children’s social care complaints and the council’s complaints processes and procedures.
• Provide advice and guidance to colleagues on complaint case management, statutory regulations for adult and children’s social care complaints, and council processes and procedures. This can include speaking with colleagues across all council services and at all levels, council partner organisations, the Ombudsman’s office, advocates, Councillors and MP’s office. We handle a variety of cases across all council services so you will have the opportunity to grow your knowledge and experience.

The experience required for the Customer Resolution Officer role is:

• In working in a complaints management environment where you’ve had to analyse, review, and communicate complex information and present this in a format suitable to the intended audience.
• Level 3 qualification or equivalent in a related area.

The Customer Resolution Officer joining the team will enjoy the following benefits:

• Supportive environment with opportunities for training and development
• Local government pension scheme, including the option to contribute to an Additional Voluntary Contribution Scheme
• Flexible and hybrid working
• Generous annual leave allowance, increasing with length of service and an additional 5 discretionary days used for Christmas shutdown
• Flexi time and use of up to 5 banked flexi days per year
• Salary sacrifice scheme for extra annual leave, cycle to work, home electronics, and childcare vouchers
• Discounts on car parking, rail travel, eating out, leisure attractions and gym membership
• Family friendly policies including; excellent maternity, paternity, and adoption entitlements

We're committed to creating a workplace where differences are valued and everyone truly feels able to be themselves. If you have any support needs during the recruitment process, please let us know.

At Barnsley Council, we believe in second chances and value diversity. Our recruitment process is inclusive, we welcome applicants with past convictions. We're committed to fairness and do not discriminate. Join us in building a future where everyone has the opportunity to thrive. #InclusiveHiring #SecondChances

www.barnsley.gov.uk/jobs

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