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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 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 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 Solutions and Support processes within the Contact Centre and be willing to undertake cross‑training 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 the Resourcing Team <Resourcing@birmingham.gov.uk>

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.

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

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.

Job Description and Person Specification

4030 - Resolution Champion JDPS.pdf