At a Glance
- Tasks: Manage complaints and enquiries, ensuring timely and lawful responses.
- Company: Join the London Borough of Havering, committed to community welfare.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in local authority services.
- Why this job: Make a real difference in customer experience and contribute to service improvements.
- Qualifications: Strong communication skills and experience in complaints handling preferred.
The predicted salary is between 35520 - 38739 € per year.
We are looking for a motivated and skilled Resolution and Response Team Officer to join our team. This role plays a key part in ensuring high‑quality, timely, and lawful responses to corporate and statutory complaints, Ombudsman and Members’ enquiries.
You will manage a varied caseload, handle complex and sometimes challenging customer contact, and work closely with services across the Council to coordinate accurate, professional responses. You will also identify learning from complaints, support service improvements, and help reduce escalation by resolving issues early and effectively.
The ideal candidate will have strong communication and decision‑making skills, experience of complaints handling, and the ability to remain calm under pressure while applying legislation fairly and consistently. You will be organised, customer‑focused, and confident working with sensitive information in a regulated environment.
We welcome applications from candidates with experience in local authority Social Care services, as this knowledge would be particularly beneficial in managing statutory complaints and complex, sensitive cases. However, this is not essential.
This is an excellent opportunity to contribute to continuous improvement, make a real difference to customer experience, and work within a supportive and professional team.
The closing date for the receipt of applications is 15/6/26; however, interest in this job may be high and we therefore reserve the right to close the vacancy early. You will be notified if your application has been successful. Interview date to be confirmed.
Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770.
We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees.
The London Borough of Havering 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.
Response and Resolution Officer in Romford employer: Borough of Havering
Havering Council is an exceptional employer that prioritises employee development and a supportive work culture, making it an ideal place for those looking to make a meaningful impact in the community. As a Response and Resolution Officer, you will benefit from a collaborative environment where your contributions directly enhance customer experiences, alongside opportunities for professional growth and continuous improvement. Located in the vibrant London Borough of Havering, you will enjoy a diverse workplace that values inclusivity and offers a chance to engage with a wide range of services and stakeholders.
StudySmarter Expert Advice🤫
We think this is how you could land Response and Resolution Officer in Romford
✨Tip Number 1
Get to know the company! Research Havering and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewers. This shows that you’re engaged and serious about the role. Ask about their approach to resolving complaints or how they measure success in the Resolution and Response Team.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your skills and experience directly to us at StudySmarter.
We think you need these skills to ace Response and Resolution Officer in Romford
Some tips for your application 🫡
Tailor Your Supporting Statement:Make sure to customise your supporting statement to highlight how your skills and experiences align with the role of Response and Resolution Officer. Use specific examples that demonstrate your ability to handle complaints and work under pressure.
Showcase Your Communication Skills:Since strong communication is key for this role, be sure to showcase your written communication skills in your application. Keep your language clear and professional, and avoid jargon unless it’s relevant to the role.
Highlight Relevant Experience:If you have experience in local authority Social Care services or handling complex cases, make it a focal point in your application. This will show us that you understand the nuances of the role and can hit the ground running.
Follow Application Instructions:Don’t forget to follow all the application instructions carefully! Attach your supporting statement as requested and ensure that you’ve removed any personal information from your documents. We want to see your skills, not your details!
How to prepare for a job interview at Borough of Havering
✨Know Your Stuff
Make sure you understand the role of a Response and Resolution Officer inside out. Familiarise yourself with the types of complaints you might handle and the relevant legislation. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires strong communication skills, prepare examples of how you've effectively handled challenging customer interactions in the past. Think about times when you resolved issues calmly and professionally, as these stories will demonstrate your suitability for the role.
✨Be Organised and Prepared
Bring along any necessary documents, like your CV and supporting statement, and have a list of questions ready to ask the interviewers. Being organised shows that you take the opportunity seriously and are ready to engage with the team.
✨Emphasise Continuous Improvement
This role is all about learning from complaints and improving services. Be prepared to discuss how you've contributed to service improvements in previous roles or how you would approach identifying areas for enhancement in this position. This will highlight your proactive mindset and commitment to making a difference.
