Response And Resolution Officer

TL;DR

Response and Resolution Officer: Managing corporate and statutory complaints, Ombudsman and Members’ enquiries with an accent on high-quality, timely, and lawful resolution. Focus on coordinating professional responses across council services, identifying learning opportunities, and supporting service improvements to reduce escalation.

Location: Must be based in or able to work onsite in Romford, United Kingdom

Salary: £35,520–£38,739 per annum

Company

The hirify.global is a local government authority focused on community service, regeneration, and public welfare in East London.

What you will do

• Manage a varied caseload of corporate and statutory complaints.
• Handle complex and challenging customer contact professionally.
• Coordinate accurate responses with various council services.
• Identify learning from complaints to support service improvements.
• Work to resolve issues early and effectively to reduce escalation.
• Ensure compliance with regulatory standards and legislation.

Requirements

• Must be able to work onsite in Romford, UK
• Strong communication and decision-making skills.
• Proven experience in complaints handling.
• Ability to remain calm under pressure in a regulated environment.
• Confidence in working with sensitive information.
• Experience in local authority Social Care services is highly beneficial.

Culture & Benefits

• Supportive and professional team environment.
• Opportunity to contribute to continuous service improvement.
• Access to local government pension and benefits.
• Commitment to equality, diversity, and inclusion in the workplace.