At a Glance
- Tasks: Support Housing Services to enhance resident experiences and uphold the Council’s reputation.
- Company: Westminster City Council, committed to equality and community service.
- Benefits: Competitive salary, flexible working options, and a commitment to diversity.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service, strong communication skills, and a collaborative mindset.
The predicted salary is between 21456 - 23427 £ per year.
Westminster City Council is seeking a Senior Customer Resolution Officer to support Housing Services in delivering a better experience for residents, upholding the Council’s reputation, and contributing to the Fairer Westminster plan and objectives.
As a Senior Customer Resolution Officer, you will:
- 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 your 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. 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.
Senior Customer Resolution Officer (18 hours) employer: Westminster City Council
Westminster City Council is an excellent employer that prioritises inclusivity and employee well-being, offering flexible working patterns and Agile options to support a healthy work-life balance. As a Senior Customer Resolution Officer, you will have the opportunity to make a meaningful impact on residents' experiences while benefiting from a collaborative work culture that encourages professional growth and development. With a strong commitment to equality and diversity, Westminster City Council fosters an environment where all employees can thrive and contribute to the Fairer Westminster plan.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Resolution Officer (18 hours)
✨Tip Number 1
Get to know the company! Research Westminster City Council and their Fairer Westminster plan. This will help you tailor your responses during interviews and show that you're genuinely interested in making a positive impact.
✨Tip Number 2
Practice your communication skills! As a Senior Customer Resolution Officer, you'll need to explain complex issues simply. Try role-playing with a friend or family member to get comfortable with articulating your thoughts clearly.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate your capability.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at Westminster City Council.
We think you need these skills to ace Senior Customer Resolution Officer (18 hours)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Senior Customer Resolution Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Customer Care Skills:Since this role is all about delivering top-notch customer service, share specific examples of how you've handled difficult situations in the past. We want to see your problem-solving skills in action!
Keep It Clear and Concise:When writing your application, aim for clarity. Use simple language to explain your experiences and qualifications. Remember, we appreciate straightforward communication, just like you'll need in this role.
Apply Through Our Website:Don't forget to submit your application through our official website! This ensures that your application gets to us directly and helps us keep track of all candidates efficiently.
How to prepare for a job interview at Westminster City Council
✨Know Your Stuff
Before the interview, make sure you understand the role of a Senior Customer Resolution Officer. Familiarise yourself with Westminster City Council's objectives, especially the Fairer Westminster plan. This will help you demonstrate how your experience aligns with their goals.
✨Showcase Your Customer Care Skills
Prepare examples from your past roles where you've successfully handled difficult situations with diplomacy and problem-solving. Be ready to discuss how you’ve improved customer experiences and resolved issues effectively.
✨Communicate Clearly
Practice explaining complex ideas in simple terms. During the interview, focus on clear communication, both verbally and in writing. This is crucial for a role that involves engaging with residents and stakeholders.
✨Demonstrate Team Spirit
Be prepared to talk about your experience as a collaborative team player. Share instances where you've guided colleagues or contributed to team development, showing that you're open to feedback and willing to mentor others.
