At a Glance
- Tasks: Support residents by handling enquiries and complaints in a front-line team.
- Company: Westminster City Council, committed to equality and inclusion.
- Benefits: Competitive salary, flexible working, and support for Care Leavers.
- Other info: Join an inclusive workplace with opportunities for personal growth.
- Why this job: Make a real difference in the lives of those experiencing homelessness.
- Qualifications: Experience in customer service and strong communication skills.
The predicted salary is between 34359 - 37509 £ per year.
Salary range: £34,359 – £37,509 per annum. Salary negotiable depending on experience.
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP.
Hours per week: 36.
Contract type: Permanent (x2).
Closing date: 24 June 2026.
The Role
As a Customer Resolution Support Officer in our Housing and Homelessness Service, you will be part of a front‑line team responsible for responding to enquiries, complaints and requests from residents. Your day‑to‑day duties will include:
- Logging, progressing and communicating cases accurately and promptly.
- Screening and triaging correspondence against acceptance criteria.
- Monitoring inboxes.
- Drafting resident correspondence.
- Providing advice and guidance.
You will put residents at the heart of everything you do and contribute to improving outcomes for people experiencing homelessness.
About You
You are an established professional with experience of providing administrative, triage or coordination support within a customer‑facing service. You are confident handling enquiries, complaints and case‑related correspondence, maintaining accurate case records, and managing multiple tasks simultaneously to meet service standards and deadlines. You are a strong communicator with excellent active listening, organisational and prioritisation skills, and you bring empathy, sensitivity and strong attention to detail. You remain calm in emotive or challenging situations and are capable of keeping residents at the centre of your work.
Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job who meet the essential criteria for the role will automatically be invited to interview.
What We Offer
Westminster City Council is an inclusive workplace and employer of choice, championing equality, diversity, inclusion and wellbeing. Our staff benefit from a range of flexible working patterns, Agile working and other modern workplace arrangements. We are a Disability Confident Employer and guarantee an interview to candidates who meet the essential criteria of the job and have declared a disability. If invited for interview, we will discuss any reasonable adjustments required to attend.
We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.
Customer Resolutions Support Officer WCC623992 in City of Westminster employer: Shared Services Partnership
Westminster City Council is an exceptional employer, dedicated to fostering an inclusive and supportive work environment. With a strong commitment to employee wellbeing, flexible working arrangements, and opportunities for professional growth, we empower our staff to make a meaningful impact in the community. Located in the heart of Westminster, our team plays a vital role in improving outcomes for residents, particularly those experiencing homelessness, making every day at work rewarding and fulfilling.
Contact Details:
Shared Services Partnership Recruitment Team
