Senior Customer Resolution Officer

Job Details:

Salary range: £41,580 – £55,710 per annum
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP
Hours per week: 36 
Contract type: Permanent x 1 and Temporary for 12 months x 2
Closing date: 1 June 2025
Interview date: Week commencing 9 June 2025

About Us:

THE EXTRAORDINARY STORY OF SERENA’S VISION

Housing, Innovation & Improvement in Westminster City Council is a world of extraordinary stories. Where innovative and open-minded people bring everything to the cause. Even expertise from surprising places. 

Take Serena. She is an absolute force of nature at the heart of our Church Street regeneration. And she puts the residents first in everything. Serena’s vision is clear. Regeneration isn’t just about bricks and concrete. It’s about communities. It’s about the environment. It’s about the lives of people and how they feel about where they call home. Serena is their advocate, making sure residents’ voices aren’t just heard, but drive the changes we’re making. The future is safe in her hands. 

The Role:

As a Senior Customer Resolution Officer, you can make your own powerful contribution by working on a variety of cases which focus on resolving issues for our residents when things have gone wrong. 

For the past two years, we’ve been on a journey to ensure that we encourage residents to give feedback, and when they do, we respond promptly to their concerns. We have been working hard to make sure that we take the learning from complaints to support improvements in service delivery, working with colleagues and Senior Managers to identify trends and drive a culture of excellence. Everything is focused on making our communities safe for all to enjoy.

You’ll be joining a friendly, inclusive team and motivated team. You’ll get all the training and coaching to hone your already-impressive skills. 

As you’d expect, the team works on several cases at any one time, with differing timescales and complexity. So, it’s vital that you have good time management, prioritise effectively and communicate confidently. Equally, there’ll be lots of opportunities to introduce new ideas so we can continue to improve.

Please refer to the Job Description for more information.

About You:

Beyond that, it’s your experience that counts. You’ll have built a solid reputation in the sector, with experiencing of strong communication and engagement with residents and colleagues. 

We’re also looking for someone genuinely passionate about the area, enjoys building the relationships that get results – and takes pride in projects that have a positive impact on society. 

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application , we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.