🌟 Job Opportunity: Resolution Lead Officer - People (PO2)
📍 Newham| 🕒 Full-Time | 💼 Children & Young People / Adults & Health Directorate
💬 Are you a top-notch troubleshooter with a heart for people?
Do you thrive on finding fair, swift solutions to problems and know your way around social care complaints? If you can handle sensitive enquiries like a pro and speak fluent "council lingo", you might just be who we need!
🧠 What You'll Actually Do:
🔍 Investigate and resolve complaints for Children's Services and Adult Social Care
💌 Respond to MP and Councillor enquiries with professionalism and a sprinkle of empathy
🤝 Work with senior managers and other teams to get the full picture and resolve things fast
🧾 Draft clear, respectful responses that answer concerns and build trust
🧠 Learn from complaints to help improve services - your voice matters!
📊 Help track trends and share learning to shape better public services
🤝 Support cross-council collaboration for complaints that don't stay in one department
📆 Keep your casework tidy and on time - always!
🙌 What You'll Bring to the Table:
✅ Solid experience handling Stage 1 complaints - especially Children Act 1989 or Adults Social Care
✅ Strong writing, researching and people skills - you'll be talking to residents, MPs, and managers
✅ An eye for fairness and the confidence to challenge when needed
✅ An organised brain - juggling deadlines and cases is your thing
✅ A calm, diplomatic, empathetic nature - especially when emotions run high
✅ Passion for improving services and putting things right, not just pushing paper
