Resolution Champion

Job description

#LI-DNI # NWVIS 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 position sits within the Contact Centre Housing Rents Resolution Champion Team and 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 Rents function is essential. Customer Services holds both strategic and operational responsibility for the corporate Contact Centre and the City’s online customer service provision. This includes oversight of the corporate website, the BRUM Account, and associated online services for citizens. The Contact C...