Post-Decision Case Resolution Lead

NOTTING HILL; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working opportunities

Generous pension scheme

Life Assurance x4 annual salary

Cycle to work scheme

Employee assistance

Job summary

Notting Hill Genesis in London is seeking a Case Resolution Officer to manage post-decision casework, coordinate actions across teams and ensure residents receive the outcomes promised. You will keep residents informed with clear updates and drive cases to resolution with attention to learning for service improvement.

We value strong communication, problem-solving and stakeholder engagement, and offer flexible working and a generous pension scheme as part of our commitment to great service.

Qualifications

• Experience managing complaints, casework or similar processes through to resolution.
• Awareness of political sensitivities when handling cases involving MPs, Councillors and other high-profile stakeholders.
• Strong problem-solving skills and the ability to drive issues through to resolution.
• Proven track record of delivering excellent customer service.
• Excellent written, verbal and interpersonal communication skills.

Responsibilities

• Take ownership of post-decision cases, ensuring agreed actions, remedies and commitments are delivered in a timely and effective manner.
• Manage high-risk and complex cases following a complaint or enquiry outcome, coordinating actions across multiple teams.
• Keep residents informed throughout the resolution process, providing clear, professional and timely updates.
• Work collaboratively with operational and specialist teams to remove obstacles and ensure agreed actions are completed.
• Maintain accurate records on internal systems, ensuring all actions, communications and outcomes are documented appropriately.
• Build strong relationships with colleagues, residents and other stakeholders to support effective case resolution and service improvement.
• Help identify learning from completed cases, contributing to improvements in services and the overall customer experience.

Skills

Customer service

Problem solving

Written & verbal communication

Stakeholder management

Job description

Notting Hill Genesis in London is seeking a Case Resolution Officer to manage post-decision casework, coordinate actions across teams and ensure residents receive the outcomes promised. You will keep residents informed with clear updates and drive cases to resolution with attention to learning for service improvement.

We value strong communication, problem-solving and stakeholder engagement, and offer flexible working and a generous pension scheme as part of our commitment to great service.