Housing Resolutions Officer

Sandwell Local Area Partnership; United Kingdom; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Sandwell Local Area Partnership is recruiting a Housing Resolutions Officer to join the Housing Resolutions Team. The role involves investigating and resolving customer complaints, driving improvements, and delivering a sensitive, effective complaints service.

Hybrid working is offered, with an emphasis on learning from each case and coordinating with stakeholders. The successful candidate will manage a caseload, demonstrate excellent customer service, and communicate clearly to improve housing

Qualifications

• Demonstrable customer service experience.
• Experience managing and resolving customer concerns.
• Ability to manage and balance a caseload and priorities.

Responsibilities

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

Skills

Customer service

Caseload management

Communication skills

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