Resolution Champion
Birmingham City Council
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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 Centre manages more than 2 million calls annually, in addition to approximately 240,000 other contacts such as emails, letters, and social media enquiries. Operating Monday to Friday from 8am to 8pm, the service employs over 300 staff and regularly supports citizens in more than 30 languages. It is the first point of contact for enquiries covering around 20 council services, including Waste Management, Housing Repairs, Council Tax, Benefits, Rents, Housing Options, Children’s Services, and Tenancy Estate Management.
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 involves responding to enquiries and complaints escalated by Contact Centre Advisors or Service Areas, aiming to resolve issues promptly and effectively. The successful candidate will be committed to delivering excellent customer care, supporting seamless service interfaces, and providing consistently high‑quality information and advice across all council services.
The ideal candidate must have thorough knowledge of existing Housing Rents processes within the Contact Centre and be willing to undertake cross‑training in Benefits, Revenues, and Complaints Handling.
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquires please contact: Resourcing@birmingham.gov.uk
A Disclosure and Barring Service (DBS) check will be undertaken.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.