Strategic Customer Resolution and Improvement Lead WCC621023

Job Details:

Salary range: £54,684 - £74,487 per annum 
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP
Hours per week: 36 
Contract type: Permanent  
Closing date: 1 June 2025 

About Us:

THE EXTRAORDINARY STORY OF THE IMPOSSIBLE DREAM 

Housing and Commercial Partnerships in Westminster City Council is a world of extraordinary stories. Where people use their vision and commitment to open doors for the next generations. 

Nothing beats the feeling of helping someone find their passion. At Westminster City Council, our City Lions team helps young local people engage with culture, creativity and dreams. When they came across a lonely, isolated 16-year-old who called himself a failure, they knew what to do. They worked 1-2-1 to find the thing this boy really loved. YouTube, it turned out. But it’s impossible to turn that into a career, right? Wrong. A week later, he was enrolled on the British Film Institute film-making programme. It was the ultimate light-bulb moment. And it turned him into what he is today – a budding Spielberg with a world of opportunity at his feet. 

Please view the extraordinary story of the Impossible Dream here.

The Role:

As Strategic Customer Resolution and Improvement Lead you can make your own powerful contribution to Westminster’s success. Our high profile Housing Services are vital to maintaining and enhancing our reputation, and when you join us you’ll work with key partners to deliver excellence in customer service for our residents. Maintaining systems, processes and procedures, and contributing to the regular monitoring and review of your own area of specialism to facilitate service improvement, it will be your task to proactively deal with complex issues and identify associated operational, financial and reputational risks so that these can be managed before they become major issues.

Responsible for the strategic delivery, monitoring and coordination of housing complaints, you’ll develop and deliver professional training, lead on initiatives to embed best practice in the work we do, and make an important contribution to the strategic development of customer care and compliance improvements. You’ll also review complex information, assess any risks to the Council and develop positive and influential relationships with our key strategic partners.

But your work won’t stop here – you’ll provide strategic reporting on KPIs, and following a complaints investigation, monitor the progress of agreed actions for learning and service development, and develop individually tailored ways in which complainants can access the complaints and feedback process. We’ll also expect you to review and improve opportunities to gather resident feedback on their complaints journey, and ensure effective mechanisms are in place to share information with residents via newsletters, online meetings and attendance at resident associations, panels and forums. 

Please refer to the Job Description for more information.

About You:

With well developed knowledge of dealing with complex and varied information and records, you’ll be ready to develop policy and protocols that embed compliance with the latest legislation. Capable of providing strong, strategic leadership and representing the Department with professionalism and integrity, you’ll have significant experience of working with other team members and colleagues as you carry out and oversee complex investigations.

Your resource management skills will see you leading, managing and motivating Managers and teams to deliver high-quality services under demanding pressures and timescales, and you’ll be skilled at dealing with demanding, difficult or vulnerable customers with tact and diplomacy. A confident user of IT with sound experience of CRM technologies and working in a multi-channel service delivery environment, we’ll also expect you to have practical knowledge of operational procedures and Ombudsman casework.

Able to consult, negotiate and influence with a wide range of internal and external stakeholders, you’ll take a solution-focused approach to conflict and mediation management, and be capable of managing complex risks and issues quickly. You should possess a relevant professional qualification or an equivalent level of experience, with applied knowledge of statutory compliance issues and information governance. And as you’ll be required to write complex professional reports and records, you should have a high standard of literacy.

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. 

The Council is committed to achieving diverse shortlists to support our desire to increase the number of staff from underrepresented groups in our workforce. We especially encourage applications from a Global Majority (GM), people who are Black, Asian, Brown, dual-heritage, indigenous to the global south, and or have been racialised as 'ethnic minorities' (formally known as B.A.M.E , Black, Asian and multiple ethnic) background and, while the role is open to all applicants, we will utilise the positive action provisions of the Equality Act 2010 to appoint a candidate from a global majority background where there is a choice between two candidates of equal merit. If you are from a Global Majority background you can self-declare this to the hiring manager as part of our positive action commitments.

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.