Resolution Lead Officer

Borough of Newham; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local government authority in Greater London seeks a Resolution Lead Officer to conduct thorough investigations into complaints and ensure high-quality responses. The ideal candidate will have proven experience in complaint investigation, excellent communication skills, and a commitment to service improvement. This full-time role offers a salary between £42,771 and £45,750, promoting an inclusive and anti-racist environment. The application requires a supporting statement addressing the role criteria.

Qualifications

• Proven experience investigating complaints including complex or escalated cases.
• Commitment to quality with the ability to assure and improve standards.
• Excellent communication and collaboration skills.

Responsibilities

• Conduct thorough fair investigations into complaints.
• Ensure responses meet corporate QA standards.
• Identify service trends and contribute to action planning.
• Embed a culture of continuous improvement across teams.
• Support performance monitoring and improve outcomes for residents.

Skills

Investigating complaints

Quality assurance

Communication skills

Collaboration skills

Proactive problem-solving

Job description

Resolution Lead Officer

42771 - 45750

In this critical role you won't just respond to complaints and Member enquiries you'll play a key part in ensuring our responses are consistently high-quality, resident-focused and aligned with our values. Working closely with colleagues supporting the organisation to learn from feedback, improve performance and reduce repeat complaints.

You Will

• Conduct thorough fair investigations into complaints received within the Environment & Sustainable Transport directorate.
• Ensure all responses meet corporate QA standards: clear, empathetic, evidence-based and timely.
• Identify service trends and root causes through complaint insights and contribute to action planning that improves outcomes for residents.
• Work with teams across the council to embed a culture of continuous improvement and shared learning from complaints and enquiries.
• Support performance monitoring and help develop directorate-level improvements that align with our wider Resident Experience goals.

We're Looking For Someone With

• Proven experience investigating complaints including complex or escalated cases.
• A commitment to quality with the ability to assure, challenge and improve the standard of written and verbal responses across teams.
• Excellent communication and collaboration skills capable of engaging staff at all levels and keeping residents at the centre of everything.
• A proactive, solutions-focused approach with a genuine interest in improving services through feedback.

Additional Information

We are committed to creating an inclusive anti-racist environment for all. When you apply for a job at Newham your application is considered on its merits regardless of age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values and you bring the experience and skills we need, that’s all that matters to us.

The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement explaining in no more than two A4 pages why and how you meet the criteria for this role. We practice anonymised recruitment; please ensure that you remove all personal information from any documents you upload.

Closing date: 28.11.25

Employment Type: Full-Time

Monthly Salary: 42,771 – 45,750