Senior Resolutions Officer LBHF620333

Salary range: £43,542 - £46,437 per annum
Work location: Hybrid / 145 King Street, Hammersmith, London, W6 9XY
Hours per week: 36.00
Contract type: Permanent
Closing date: 28 April 2025
Interview date: 7 May 2025
Contact details for Informal discussion: Alison Rodgie, Lead Complaint Manager on or via email on

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

Are you passionate about delivering exceptional customer service and resolving complex complaints? Do you have an aptitude for coaching and assessing quality? If so, we have an exciting opportunity for you to join our team as a Senior Complaint Resolution Officer.

In this pivotal role, you will contribute to the delivery of an effective complaints and enquiries management service. You will ensure that service standards are met, and performance targets are achieved.

Your key responsibilities will include:

• Quality Assurance: Undertaking quality audits to drive up the quality of our investigations and responses to customer complaints. Ensure that responses are thorough, accurate, and meet the requirements of the Ombudsman complaint handling code and our policies.
• Coaching: Provide coaching support for the investigations and written responses of Customer Resolution Officers.
• Complaint Management: Handle complex and multi-service complaints, coordinate responses, and monitor follow-up actions to ensure timely resolution and customer satisfaction.
• Training Delivery: Assist with the delivery of training to new and existing staff on processes, procedures, and systems. Work with the manager to identify training and development needs and motivate the Complaint Resolution Team.

To be successful in this role, you will need:

• Proven experience in the social housing sector and dealing with a diverse community client base.
• Experience in developing successful strategies for dispute resolution.
• Understanding and practical application of the Housing Ombudsman and LGSO complaint handling code.
• Strong leadership, coaching, and motivational skills.
• Excellent verbal and written communication skills.
• A commitment to continuing personal development and contributing to a positive team environment.

At Hammersmith & Fulham, we pride ourselves on being an inclusive employer and promoting flexible working opportunities. We are committed to making our borough one of the most inclusive in the country, where everyone feels valued and included.

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working.

We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

To explore more about the work we do towards being an inclusive employer and our commitments to achieve this please contact us.

Asking for Adjustments

If you would like to discuss any adjustments or request the application form in a different format, please contact us at or by post to The Town Hall, King Street, Hammersmith W6 9JU.