Resolution Lead Officer

Job Description

Resolution Lead Officer

£42,771 - £45,750

In this critical role, you won't just respond to complaints and Member enquiries, you'll play a key part in ensuring our responses are consistently high-quality, resident-focused, and aligned with our values . Working closely with colleagues, supporting the organisation to learn from feedback, improve performance, and reduce repeat complaints.

You Will

• Conduct thorough, fair investigations into complaints received within the Environment & Sustainable Transport directorate
• Ensure all responses meet corporate QA standards: clear, empathetic, evidence based and timely.
• Identify service trends and root causes through complaint insights and contribute to action planning that improves outcomes for residents.
• Work with teams across the council to embed a culture of continuous improvement and shared learning from complaints and enquiries.
• Support performance monitoring and help develop directorate-level improvements that align with our wider Resident Experience goals.

We're Looking For Someone With

• Proven experience investigating complaints, including complex or escalated cases
• A commitment to quality – with the ability to assure, challenge and improve the standard of written and verbal responses across teams.
• Excellent communication and collaboration skills, capable of engaging staff at all levels and keeping residents at the centre of everything.
• A proactive, solutions-focused approach with a genuine interest in improving services through feedback.

Please view JD here

Closing date

Additional Information

We are committed to creating an inclusive, anti-racist environment for all. When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values, and you bring the experience and skills we need, that's all that matters to us.

The London Borough of Newham 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.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by .

About Us

The London Borough of Newham is located only 5 miles east of London. It is well positioned with access to all major networks in London and the south east. It is well connected by public transport with, bus, tube and DLR. When the Crossrail service opens it will call at Custom House close to our council offices and also Stratford station and from there to central London. The London City Airport which serves major European cities is located at Royal Albert Dock. Newham has the youngest overall population in the country. It was one of the six host boroughs for the 2012 Summer Olympics and contains most of the Olympic Park including the London Stadium. It has a thriving arts quarter with the Theatre Royal Stratford East offering excellent entertainment for all the family. There is the University of East London which has two campuses in Newham, one in Stratford and another next to the regenerated Royal Albert Dock. It also has a large Westfield shopping Centre in Stratford which has all the major retailers there.