Senior Resolutions Officer LBHF620333

6 days ago

Fulham, Greater London, United Kingdom Shared Services Partnership Full time
Job Details:

Salary range: £43,542 - £46,437 per annum 
Work location: Hybrid / 145 King Street, Hammersmith, London, W6 9XY
Hours per week: 36.00
Contract type: Permanent 
Closing date: 28 April 2025
Interview date: 7 May 2025 
Contact details for Informal discussion: Alison Rodgie, Lead Complaint Manager on 07909 687147 or via email on ALISON.RODGIE@LBHF.GOV.UK

About the role

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

Are you passionate about delivering exceptional customer service and resolving complex complaints? Do you have an aptitude for coaching and assessing quality? If so, we have an exciting opportunity for you to join our team as a Senior Complaint Resolution Officer.

In this pivotal role, you will contribute to the delivery of an effective complaints and enquiries management service. You will ensure that service standards are met, and performance targets are achieved. 

Your key responsibilities will include:
 

  • Quality Assurance: Undertaking quality audits to drive up the quality of our investigations and responses to customer complaints. Ensure that responses are thorough, accurate, and meet the requirements of the Ombudsman complaint handling code and our policies.
  • Coaching: Provide coaching support for the investigations and written responses of Customer Resolution Officers.
  • Complaint Management: Handle complex and multi-service complaints, coordinate responses, and monitor follow-up actions to ensure timely resolution and customer satisfaction.
  • Training Delivery: Assist with the delivery of training to new and existing staff on processes, procedures, and systems. Work with the manager to identify training and development needs and motivate the Complaint Resolution Team.

To be successful in this role, you will need:
 

  • Proven experience in the social housing sector and dealing with a diverse community client base. 
  • Experience in developing successful strategies for dispute resolution.
  • Understanding and practical application of the Housing Ombudsman and LGSO complaint handling code. 
  • Strong leadership, coaching, and motivational skills.
  • Excellent verbal and written communication skills. 
  • A commitment to continuing personal development and contributing to a positive team environment.

At Hammersmith & Fulham, we pride ourselves on being an inclusive employer and promoting flexible working opportunities. We are committed to making our borough one of the most inclusive in the country, where everyone feels valued and included.

Please refer to the Role Profile for more information.

Our People Values:

How we act defines who we are. At the heart of our organisation is a common approach to defining 'who we are'. We are looking for people who can build this into everything they do.

We are fair
We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

We are caring
We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

We are collaborators
We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

We are driven
We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Our commitment to you:

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working Click HERE to find out more.

We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please click HERE.

Asking for Adjustments

We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.

If you would like to discuss any adjustments or request the application form in a different format, please contact us at resourcing-peopleandtalent@lbhf.gov.uk or by post to The Town Hall, King Street, Hammersmith W6 9JU

Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
 
Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.
 
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

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