Post-Decision Case Resolution Specialist

Notting Hill Genesis Group; Kings Cross; Hybrid; GBP 38,000 - 42,000; Full time

Benefits offered by this job

Annual leave

Flexible working

Pension scheme

Employee assistance

Cycle to work

Job summary

Notting Hill Genesis Group is seeking a Case Resolution Officer to manage post-decision casework within our Customer Experience team. You will coordinate actions across departments and keep residents informed to ensure promised outcomes are delivered.

The role supports a hybrid working pattern with at least two days in the office and a focus on learning from completed cases to improve services. Relevant experience and a proactive approach are essential.

Qualifications

• Experience managing complaints, casework or similar processes through to resolution.
• Strong communication skills with residents and stakeholders.
• Ability to coordinate actions across multiple teams.

Responsibilities

• Take ownership of post-decision cases, ensuring actions and commitments are delivered.
• Manage high-risk and complex cases with coordination across teams.
• Keep residents informed with clear, timely updates.
• Work with operational and specialist teams to remove obstacles and complete actions.
• Maintain accurate records of actions, communications and outcomes.

Skills

Complaint handling

Case management

Stakeholder management

Communication skills

Problem solving

Job description

Notting Hill Genesis Group is seeking a Case Resolution Officer to manage post-decision casework within our Customer Experience team. You will coordinate actions across departments and keep residents informed to ensure promised outcomes are delivered.

The role supports a hybrid working pattern with at least two days in the office and a focus on learning from completed cases to improve services. Relevant experience and a proactive approach are essential.