Housing Resolutions Officer

Wollborg Michelson Personnel Service Inc; Oldbury; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Housing Resolutions Officer to join the Housing Resolutions Team. You will investigate customer complaints, deliver remedies, and drive service improvements across housing services.

In a hybrid 37-hour week role, you will manage a caseload, communicate clearly with customers and stakeholders, contribute to a sensitive, effective complaints process that improves outcomes for residents, and require excellent customer service and problem-solving

Qualifications

• Demonstrable customer service experience.
• Experience managing and resolving customer concerns.
• Experience working with, and managing a caseload.

Responsibilities

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

Skills

Excellent communication skills

Caseload management

Customer-focused

Service improvements

Stakeholder collaboration

Job description

Sandwell Metropolitan Borough Council,

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