Job Description

Job Category: Officer
:
Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!
We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK's first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.
Introduction
Are you a keen problem solver? Are you familiar with the Housing Ombudsman's Complaint Handling Code? Do you have a passion to make a change? Do you confidently work under varying pressures? Then the Senior Customer Resolution Officer role might be for you!
What's the role?
To coordinate and fulfil evidence requests issued by the Housing Ombudsman, as well as ensuring timely compliance with orders that form part of Housing Ombudsman Determinations. This includes liaising with relevant internal and external stakeholders in order to successfully action orders.
This role is temporary for 12 months.
What's in it for you?
Excellent training and development opportunities, plus a range of benefits including:

• Generous holiday allowance
• Local Government Pension scheme
• Flexible working and family friendly policies
• Season ticket and bicycle loans
• A range of staff discounts including local subsidised gym memberships
• Supportive staff networks

What we're looking for
In addition to having a strong resident focus, you will have a keen eye for detail and accuracy, ensuring that we meet the necessary compliance deadlines set by the Housing Ombudsman. Your strong written and verbal communication skills will enable you to articulate complex information clearly and effectively. Additionally, you will have the ability to present themes and trends related to complaints that are escalated to the Housing Ombudsman, providing valuable insights that can drive improvements in our service delivery. Your passion for customer resolution will help identify patterns and trends of resident dissatisfaction, allowing us to proactively address issues and enhance our response to resident concerns.
Location
The job is primarily based in Laurence House, Catford, London, SE6 4RU but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.
Special conditions

• You will be expected to work in the office three days a week
• This role is temporary for 12 months

The recruitment process is anonymous and we don't accept CV's.
- please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.
For an informal discussion about this job, please contact Helen Ovieghara -
Please click to view the and Person Specification
Salary
45,852-47,925 per annum (PO2).
N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.
Diversity
Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at
The Council has a dedicated employment support service, , which offers Lewisham residents guidance in relation to applying for jobs. If you want to join Lewisham Works, please email and an advisor will be in touch with you.
The Council reserves the right to close adverts early if there is a large response.
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Skills Required