Senior Customer Resolution Officer (18 hours) in London

Overview

Westminster City Council is seeking a Senior Customer Resolution Officer.

Salary range: £42,912 - £46,854 pro-rata, per annum (actual salary £21,456 - £23,427 per annum). Salary negotiable depending upon experience.

Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP

Hours per week: 18.00

Contract type: Temporary up to 12 months

Closing date: 21 June 2026

Interview date: 29 June 2026

Role

As a Senior Customer Resolution Officer, you will support Housing Services to deliver a better experience for residents, uphold the Council’s reputation, and contribute to the Fairer Westminster plan and objectives. You will maintain systems, processes and procedures, engage with residents and stakeholders, and help ensure services are effective, improving public perception and resident satisfaction. You will work with internal and external partners, manage your workload to meet deadlines, guide colleagues, and ensure key routines are followed. You will operate in line with legal, regulatory, policy and procedural requirements, escalating concerns to management when needed, and uphold equality and diversity policies.

Responsibilities

• Support teams to deliver high-quality customer service and positive resident experiences.
• Maintain and improve systems, processes and procedures within your area of responsibility.
• Engage with residents and stakeholders to resolve issues and improve outcomes.
• Manage own workload to meet deadlines and contribute to service quality and continuity.
• Guide colleagues and share knowledge to support team development and ensure routines are followed.
• Work in compliance with relevant legal, regulatory, policy and procedural requirements; escalate concerns as needed.
• Uphold and promote equality and diversity policies in all interactions.

About You

• Experience in a customer-facing role, delivering a service to the public within prescribed timescales and in line with policy and standards.
• Strong customer care skills; able to handle difficult situations with diplomacy, discretion and problem-solving.
• Ability to identify key issues, prioritise actions, gather information and support robust investigations.
• Clear communication skills, able to explain complex advice in simple English in writing and verbally.
• Ability to build rapport, listen carefully, and manage a caseload with accuracy and professionalism.
• Collaborative team player, open to feedback and able to mentor others.
• Proficient with computer packages (spreadsheets, word processing) to extract, analyse and present information.
• Well organized, self-motivated, able to prioritise tasks and work under pressure.
• Strong commitment to equal opportunities and continuous service improvement; willingness to develop knowledge of policy and legislation.

Equality, Diversity and Inclusion

Westminster City Council is committed to equality of opportunity. We welcome applications from diverse backgrounds and aim to have a workforce that reflects the communities we serve. We encourage Global Majority candidates to apply and will use positive action provisions where appropriate. If you are from a Global Majority background, you may self-declare this to the hiring manager as part of our commitments. Disabled applicants may be entitled to reasonable adjustments during the interview process.

What We Offer

Westminster is an inclusive workplace with flexible working patterns and Agile working options. The Council is a Disability Confident Employer and will consider reasonable adjustments to support applicants throughout the recruitment process. Please note that information about the organisation and benefits is subject to change. We reserve the right to extend or close this vacancy early without warning, subject to the volume of suitable applicants.