Response and Resolution Officer at Havering Candidate Experience Site

Romford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

38739.0

Posted On

06 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Handling, Case Management, Communication, Decision Making, Legislative Application, Customer Focus, Information Handling, Conflict Resolution, Statutory Reporting, Service Improvement

Industry

Government Administration

Description

GRADE 5- £35,520 - £38,739 per annum We are looking for a motivated and skilled Resolution and Response Team Officer to join our team. This role plays a key part in ensuring high‑quality, timely, and lawful responses to corporate and statutory complaints, Ombudsman and Members’ enquiries. You will manage a varied caseload, handle complex and sometimes challenging customer contact, and work closely with services across the Council to coordinate accurate, professional responses. You will also identify learning from complaints, support service improvements, and help reduce escalation by resolving issues early and effectively. The ideal candidate will have strong communication and decision‑making skills, experience of complaints handling, and the ability to remain calm under pressure while applying legislation fairly and consistently. You will be organised, customer‑focused, and confident working with sensitive information in a regulated environment. We welcome applications from candidates with experience in local authority Social Care services, as this knowledge would be particularly beneficial in managing statutory complaints and complex, sensitive cases. However, this is not essential. This is an excellent opportunity to contribute to continuous improvement, make a real difference to customer experience, and work within a supportive and professional team. Please view Job Profile [https://drive.google.com/file/d/14_nnvJTo11B6TjqQBwhr6Ra1QjIHA1tP/view?usp=sharing] here For an informal discussion about the post, please contact Tessa.Crask@havering.gov.uk [Tessa.Crask@havering.gov.uk] The closing date for the receipt of applications is 7/6/26 however interest in this job may be high and we therefore reserve the right to close the vacancy early. You will be notified if your application has been successful. Interview date to be confirmed. Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770 Additional Information We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering. The London Borough of Havering 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 x2 A4 sides 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 that you upload. With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries. Find out why you should work for Havering Council [https://www.havering.gov.uk/info/20197/jobs_-_why_work_for-us].

Responsibilities

Manage a varied caseload of corporate and statutory complaints, Ombudsman cases, and Members' enquiries to ensure lawful and timely responses. Coordinate with council services to identify learning opportunities and implement service improvements to reduce complaint escalation.