Resolution Champion

Job description

#internal #LI-DNI Please note this vacancy is only available to Birmingham City Council employees. Resolution Champion Permanent: Grade B - £28,598 - £34,434 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week: This Resolution Champion role sits within the Contact Centre, Housing Solutions and Support Team . The Resolution Champion is responsible for managing enquiries and complaints escalated by Contact Centre Advisors or the wider Service Area. The primary objective is to identify and implement effective resolutions for citizens, ideally at the first point of contact. The role requires ensuring seamless interaction between customer-facing services and back-office teams, while consistently delivering high standards of customer care and accurate, high‑quality information and advice across all council services. Strong customer service expertise within the Housing Solutions and Support function is essential. We are seeking a candidate with exceptional customer service expertise who can demonstrate in‑depth knowledge of systems, service areas, and operational processes within the current Contact Centre environment. The role involve...