Housing Resolutions Officer

Sandwell Metropolitan Borough Council; Oldbury; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Housing Resolutions Officer to investigate and resolve customer complaints within the Housing Resolutions Team. You will identify service improvements and work with stakeholders to ensure a fair, efficient resolve.

This role requires strong customer service experience, excellent communication, and the ability to manage a caseload while upholding council standards. The position is permanent and hybrid, with interviews in early November.

Qualifications

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

Responsibilities

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

Skills

Customer service

Communication skills

Caseload management

Job description

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