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.