Customer Resolutions Support Officer WCC

Customer Resolutions Support Officer WCC
623992

Salary range: £34,359 - £37,509per annum. Salary negotiable depending upon experience
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP

Hours per week: 36
Contract type: x2 Permanent
Closing date: 24 June
2026

Housing Needs in Westminster City Council is a world of extraordinary stories. For Abbie, a Homelessness Officer, the work is often about stopping a crisis from happening at all

Thismight mean negotiating with landlords, working through financial difficulties with residents, or finding practical solutions that allow people to remain in their homes.

In one situation, Abbie worked with a resident who was at risk of losing their home after the rent became unaffordable and possession action had started. By working closely with the landlord, she took the time to understand what had driven the landlord to increase the rent andthe residents’ financial situation. Through careful negotiation, she was able to secure anaffordableagreement that worked for both parties.

The possession action was withdrawn and the resident was able to stay in their home.

At Westminster, we understand that homelessness ismultifaceted andcaused byvarious factors, and addressing homelessnessoften goes beyond providing emergency accommodation– it requires an in-depth understanding of the root causes.

This is why, alongside her negotiation work withthe landlord,Abbie worked with officers across the department and the wider Council to help maximise the resident’s income.

For Abbie,cases like this are not only about securing housingin the interim,they areabout ensuring that residentsare also able to sustain their tenancies in the long-term.

This kind of work requires persistence,judgement and empathy.

Across Westminster, this is what our Housing Needs officers do every day: working with residents to turndifficult situationsinto new beginnings.

As a Customer Resolution Support Officer in our Housing and Homelessness Service, you can make your own powerful contribution to people across Westminster. Playing a vital role in a front-line team responsible for responding to enquiries, complaints and requests from residents, you’ll help directly improve outcomes for people experiencing homelessness.

Ensuring cases are logged, progressed and communicated accurately and promptly, you’ll use your judgement to screen and triage correspondence against acceptance criteria. Your day-to-day will be fast-paced and varied, so you’ll take an organised, proactive approach to your work. Whether it’s monitoring inboxes for enquiries or complaints, drafting resident correspondence, or providing advice and guidance, you’ll put residents at the heart of everything you do.

An established professional with experience of providing administrative, triage or coordination support within a customer-facing service, you’ll be confident handling enquiries, complaints and case-related correspondence. Having maintained accurate case records in a previous role, you’ll be confident managing multiple tasks simultaneously to meet service standards and deadlines

On a personal level, you’ll be a strong communicator with excellent active listening, organisational and prioritisation skills. Bringing empathy, sensitivity and strong attention to detail to everything you do, you’ll be capable of keeping calm in emotive or challenging situations. This is a fantastic opportunity to join a supportive, inclusive team making a direct impact on the lives of people experiencing homelessness, and to supercharge your career in the process.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster…