TAMWORTH BOROUGH COUNCIL
INFORMATION GOVERNANCE
Resident Experience and Resolution Officer
£31,022- £33,699 per annum
plus essential car user allowance
Hybrid working contract
37 hours per week
Permanent
Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.
Are you passionate about putting residents at the heart of services, listening to their experiences and helping to resolve concerns fairly, clearly and with care?
Tamworth Borough Council is looking for a Resident Experience and Resolution Officer who will champion the resident voice and help strengthen the way we listen, respond and learn from complaints and feedback across housing services.
Reporting to the Information Governance Manager, you will coordinate complaint investigation, insight and resolution activity across Housing Repairs, Planned Works, Adaptations, Disrepair, Compliance and Healthy Homes. You will work with residents, colleagues and contractors to understand what has happened, gather evidence and support clear, fair and timely outcomes that keep the customer at the heart of every response.
About the role
This is a varied and important role at the heart of resident-focused service improvement. You will investigate complaints and issues of dissatisfaction, review records and case histories, liaise with service teams and external providers, and help ensure residents feel heard, respected and receive clear responses written in plain English.
You will also monitor complaint outcomes, remedies and response deadlines, analyse data to identify trends and risks, and turn resident feedback into insight that helps services learn, improve and prevent repeat issues.
What you will be doing
- Investigating complaints, councillor enquiries and MP enquiries across relevant housing service areas.
- Gathering and reviewing evidence, records, case histories and service information within agreed timescales.
- Fact-checking draft responses to make sure they are accurate, fair, evidence-led and easy to understand.
- Keeping residents informed, supporting early resolution and helping to prevent avoidable escalation.
- Analysing complaint, performance and resident experience data to identify themes, risks and opportunities for improvement.
- Supporting resident engagement and feedback activity so that learning from complaints leads to practical service improvements.
About you
We are looking for someone who is organised, calm under pressure and confident working with residents, colleagues and partners. You will need strong written communication skills, good attention to detail and the ability to handle difficult conversations with tact, empathy and professionalism.
You will have experience of complaint handling, customer service, housing, administration or a related area, together with the ability to review information, identify key issues and support fair, evidence-based outcomes. Experience of using data to identify trends and support service improvement would be particularly helpful.
This is a hybrid working contract, there is a requirement for some of duties to be carried out at home and some on site. Site attendance will constitute more than 40% of available working time.
We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website.
Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.
For an informal discussion about the role please contact Nikkie Hesketh (Information Governance Manager (Monitoring Officer) on 01827 709266.
For further information and to apply please visit Tamworth BC Jobs.
Late applications and/or CVs will not be accepted. Agencies need not apply.
If you have any queries about the recruitment process, please contact [email protected].
Closing date: 21 August 2026
Interview date: week commencing 31 August 2026
Using Artificial Intelligence (AI) - We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.
In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated to prevent the number of applications received being unmanageable. Therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. Following the closing date, the Recruiting Manager will shortlist, and you will be notified.
Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.
We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs, further guidance can be found in our Reasonable Adjustments guidance Equality and diversity | Tamworth Borough Council.
Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.
