We are working closely alongside a Local Authority in Lewisham to assist with the appointment of a Senior Customer Resolutions Officer, on a 12-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £25.13 - £32.18 per hour

Summary:

The Senior Customer Resolutions Officer will play a vital role in ensuring that Lewisham Council provides a fair, effective, and timely response to customer complaints, particularly in relation to housing and repair services. The postholder will coordinate and fulfil Housing Ombudsman evidence requests, action determinations, and ensure compliance with statutory and non-statutory frameworks. The role requires proactive resolution of customer concerns at the earliest stage, identifying service failures, recommending improvements, and supporting service areas to adopt best practice in complaint handling and customer care.

Responsibilities:

• Coordinate and fulfil evidence requests issued by the Housing Ombudsman.
• Ensure timely compliance with Housing Ombudsman Determinations and orders.
• Lead on investigations of complaints, liaising with internal and external stakeholders to achieve resolution.
• Write clear, accurate case reviews highlighting service failures and recommendations for service improvement.
• Provide advice and guidance to colleagues and service areas to promote consistency and best practice in complaint handling.

Requirements:

• Strong understanding of customer service delivery, complaint handling, and effective resolution methods.
• Knowledge of Ombudsman frameworks (Housing Ombudsman, Local Government Ombudsman, or similar).
• Excellent verbal, written, and interpersonal communication skills.
• Strong problem-solving, negotiation, and influencing skills.
• Proficiency in IT systems including MS Word and Excel.
• High levels of literacy and numeracy.

Experiences:

• Substantial experience in customer service and/or complaint investigations, ideally within the public sector or a similarly complex organisation.
• Proven track record of resolving complex and sensitive complaints to a high standard.
• Experience working to KPIs and service level standards in a performance-driven environment.
• Demonstrated ability to work effectively with a wide range of stakeholders, including elected members and senior officers.
• Experience applying statutory and Ombudsman frameworks in complaint management.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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