Resident Resolution Officer

Hillingdon Council; Uxbridge; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local government council in Uxbridge is looking for a Resident Resolution Officer to improve how it responds to Housing Management complaints. You will analyze complaints, lead review meetings, and work collaboratively with teams to enhance service delivery. Candidates should have strong analytical skills, experience in complaint handling, and a commitment to improving resident experiences. Flexible working and varied employee benefits are offered.

Benefits

Flexible Working Hours

36 Hour Week

Generous Holiday Entitlement

Discounts at leisure centres

Salary Sacrifice Schemes

Cycle to Work scheme

Access to Local Government Pension Scheme

Vivup Benefits

Mental Health Support

Travel Support

Qualifications

• Experience working with complaints in housing management or a regulated environment.
• Understanding of complaints procedures and the Ombudsman's role.
• Confidence in data analysis and service improvement contributions.

Responsibilities

• Analyze Housing Management complaints and identify trends.
• Lead the Housing Management Complaints Review meeting.
• Collaborate with teams to support service improvements.

Skills

Strong analytical skills

Excellent communication

Problem-solving ability

Ability to build effective relationships

Tools

IT skills

Job description

About the role

We are looking for a proactive and resident-focused Resident Resolution Officer to join our Homes and Neighbourhoods service. This is an exciting opportunity to play a key role in improving how we learn from, respond to, and resolve Housing Management complaints, ensuring our residents receive a fair, responsive and high-quality service.

In this role, you will analyse Housing Management complaints, identify trends, support services to embed learning, and help drive continuous improvement. You will lead the weekly Housing Management Complaints Review meeting and manage the Residents’ Complaints Panel, ensuring resident voices shape how we deliver our services.

You will work collaboratively with teams across the Council, producing reports, developing action plans, and supporting improvements that promote a “right first time” approach. Strong analytical skills, excellent communication, and the ability to build effective relationships are essential.

About you

You will have experience working with complaints in housing management or another regulated environment, with a strong understanding of complaints procedures, legislation, and the role of the Ombudsman. You will be confident analysing data, presenting insights, and contributing to service improvement. Strong IT skills, problem-solving ability, and a commitment to putting residents first are key.

If you are passionate about improving services, empowering residents, and helping create a culture of continuous learning, we want to hear from you.

About us

We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide:

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
• Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
• Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
• Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
• Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support – Make your daily commute easier with our season ticket loans and free car parking.

Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre‑employment screening:

• Basic DBS Check
• Qualifications Check
• 3 years of Referencing

Please note:

Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.