Customer Resolution Specialist — Hybrid

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

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.