At a Glance
- Tasks: Manage complaints and ensure timely, professional responses to enquiries.
- Company: Join a supportive council team dedicated to community service.
- Benefits: Competitive salary, diverse work environment, and opportunities for personal growth.
- Other info: Dynamic role with potential for career advancement in local authority services.
- Why this job: Make a real difference by resolving issues and improving services for the community.
- Qualifications: Experience in complaints handling and strong communication skills required.
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.
Responsibilities:
- Manage a varied caseload and handle complex customer contact.
- Work closely with services across the Council to coordinate accurate, professional responses.
- Identify learning from complaints, support service improvements and help reduce escalation by resolving issues early and effectively.
Qualifications:
- Experience of complaints handling.
- Strong communication and decision‑making skills.
- Ability to remain calm under pressure while applying legislation fairly and consistently.
- Organised, customer‑focused, and confident working with sensitive information in a regulated environment.
- Experience in local authority Social Care services is an advantage but not essential.
EEO Statement: 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.
Response and Resolution Officer employer: London Borough of Havering
Join our dedicated team as a Response and Resolution Officer, where you will play a vital role in enhancing community services through effective complaint resolution. We pride ourselves on fostering a supportive work culture that values diversity and encourages professional growth, offering competitive salaries and opportunities for development within the local authority framework. Located in a vibrant community, we provide a meaningful career path that allows you to make a real difference in people's lives.
Contact Details:
London Borough of Havering Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Response and Resolution Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles. They can give you the inside scoop on what it’s really like and might even refer you directly, which is always a bonus.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling and customer service. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve successfully resolved issues or improved processes. This will demonstrate your ability to handle complex customer contact effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be one step closer to joining our fantastic team!
We think you need these skills to ace Response and Resolution Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaints handling and customer service. We want to see how your skills align with the role of a Response and Resolution Officer, so don’t hold back!
Showcase Your Communication Skills:Since strong communication is key for this role, use your application to demonstrate your ability to convey information clearly and professionally. We love seeing examples of how you've effectively managed complex customer interactions.
Stay Organised:Being organised is crucial for managing a varied caseload. In your application, mention any tools or methods you use to keep track of tasks and ensure timely responses. This will show us you're ready to hit the ground running!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at London Borough of Havering
✨Know Your Stuff
Before the interview, make sure you understand the role of a Response and Resolution Officer. Familiarise yourself with common complaints handling processes and relevant legislation. This will help you answer questions confidently and show that you're serious about the position.
✨Showcase Your Communication Skills
Since strong communication is key in this role, prepare examples of how you've effectively handled customer complaints in the past. Think about times when you resolved issues calmly and professionally, and be ready to discuss these experiences during the interview.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach complex situations. Think of specific instances where you identified learning from complaints and implemented service improvements. This will highlight your ability to think critically and act decisively under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of cases you might handle, or how success is measured in this role. This shows your genuine interest and helps you assess if the company is the right fit for you.
