Post-Decision Case Resolution Specialist

NOTTING HILL GENESIS; United Kingdom; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Health cash plan

Staff discounts

Cycle to work scheme

Job summary

Notting Hill Genesis is seeking a Case Resolution Officer to ensure post-decision actions are delivered and outcomes truly achieved for residents. You will be part of our Customer Experience team, keeping residents informed and rebuilding trust after complaints or enquiries.

The role requires coordinating across teams, handling high-risk cases, maintaining records, and driving service improvements. Strong problem-solving and excellent communication are essential.

Qualifications

• Experience managing complaints or casework to resolution, including complex cases.
• Awareness of political sensitivities when handling cases involving MPs, Councillors and other high-profile stakeholders.
• Strong problem-solving and ability to drive issues 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.
• Coordinate actions across multiple teams and track progress to completion.
• Keep residents informed throughout the resolution process with clear, professional updates.
• Work collaboratively with operational and specialist teams to remove obstacles and ensure agreed actions are completed.
• Maintain accurate records on internal systems, documenting actions, communications and outcomes.
• Build strong relationships with colleagues, residents and stakeholders to support effective case resolution and service improvement.
• Identify learning from completed cases and contribute to improvements in services and the overall customer experience.

Skills

Case management

Complaint handling

Customer service

Communication skills

Stakeholder management

Team collaboration

Job description

Notting Hill Genesis is seeking a Case Resolution Officer to ensure post-decision actions are delivered and outcomes truly achieved for residents. You will be part of our Customer Experience team, keeping residents informed and rebuilding trust after complaints or enquiries.

The role requires coordinating across teams, handling high-risk cases, maintaining records, and driving service improvements. Strong problem-solving and excellent communication are essential.