At a Glance
- Tasks: Investigate and resolve resident complaints, ensuring their voices are heard and respected.
- Company: Join Tamworth Borough Council, a vibrant employer making a real difference in the community.
- Benefits: Competitive salary, hybrid working, and opportunities for personal and professional growth.
- Other info: Dynamic role with a supportive team in a thriving borough.
- Why this job: Be a champion for residents, driving service improvements and making a positive impact.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 31022 - 33699 £ per year.
37 hours per week
Permanent
Located in the heart of Staffordshire, Tamworth is a vibrant and well-connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.
Are you passionate about putting residents at the heart of services, listening to their experiences and helping to resolve concerns fairly, clearly and with care? Tamworth Borough Council is looking for a Resident Experience and Resolution Officer who will champion the resident voice and help strengthen the way we listen, respond and learn from complaints and feedback across housing services.
Reporting to the Information Governance Manager, you will coordinate complaint investigation, insight and resolution activity across Housing Repairs, Planned Works, Adaptations, Disrepair, Compliance and Healthy Homes. You will work with residents, colleagues and contractors to understand what has happened, gather evidence and support clear, fair and timely outcomes that keep the customer at the heart of every response.
About the role
This is a varied and important role at the heart of resident-focused service improvement. You will investigate complaints and issues of dissatisfaction, review records and case histories, liaise with service teams and external providers, and help ensure residents feel heard, respected and receive clear responses written in plain English.
You will also monitor complaint outcomes, remedies and response deadlines, analyse data to identify trends and risks, and turn resident feedback into insight that helps services learn, improve and prevent repeat issues.
What you will be doing
- Investigating complaints, councillor enquiries and MP enquiries across relevant housing service areas.
- Gathering and reviewing evidence, records, case histories and service information within agreed timescales.
- Fact-checking draft responses to make sure they are accurate, fair, evidence-led and easy to understand.
- Keeping residents informed, supporting early resolution and helping to prevent avoidable escalation.
- Analysing complaint, performance and resident experience data to identify themes, risks and opportunities for improvement.
- Supporting resident engagement and feedback activity so that learning from complaints leads to practical service improvements.
Employer details
Company: Tamworth Borough Council
Salary: £31,022 - £33,699 per annum
Full-time
Working pattern: Hybrid - 3 days remote
37 hours per week
Permanent
Location: Tamworth, B79 7BZ
Posting date: 4 Aug 2026
Closing date: 21 Aug 2026
Proud member of the Disability Confident employer scheme
About Disability Confident
Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long-term health conditions.
Resident Experience and Resolution Officer employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Experience and Resolution Officer
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Allscreens Nationwide Ltd, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Allscreens Nationwide Ltd and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Resident Experience and Resolution Officer
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Allscreens Nationwide Ltd and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Get to Know Public Sector Values
Before your interview with Allscreens Nationwide Ltd, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Allscreens Nationwide Ltd.
