Resident Resolution Officer

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. 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. If you are passionate about improving services, empowering residents, and helping create a culture of continuous learning, we want to hear from you.
That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
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. 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
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.
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.
Basic DBS Check
~ Priority will be given to those at risk of redundancy within Hillingdon Council. We therefore recommend you apply as soon as possible to avoid disappointment.