Birmingham City Council

Resolution Champion

26 Jul 2022
16 Aug 2022
Job Ref
Job Type
Customer service
Contract Type
Full time permanent
Working Pattern

Resolution Champion

£21,269 - £27,514


10 Woodcock Street, Birmingham, B7 4BL

Working 36.5 hours

We are looking for candidates who have expert Customer Services knowledge in Housing Repairs and can demonstrate advanced system, Service Area and customer knowledge within current contact centre operations.

The role of the Resolution Champion will include picking up enquiries and or complaints received directly from Contact Centre Advisors or the Service Area and to find resolutions for citizens. To aim to find a resolution at first point of contact wherever possible, ensuring services interface seamlessly with ‘back office’ departments, delivering excellent standards of customer care and consistently delivering high quality information and advice on all aspects of the council’s services.

The contact centre handles more than 2 million calls per year and around 240,000 other items i.e. emails, letters, social media requests etc. It employs 365 staff across two sites and is operational 8am - 8pm Monday to Friday. It regularly handles calls in more than 30 different languages and is the first point of contact for citizens with queries and requests in respect of 20 different services across the Council including Waste Management, Housing Repairs, Council Tax, Benefits, Rents, Housing Options, Adult Social Care and Children's Services.

Informal enquiries to or 

Ref: BCC201

Closing date: 15 August 2022 at 12 Noon  

Please upload a Supporting Statement via the attachments on to your application. This is required, you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification; please note that we do not accept CVs. 

We welcome applications from people with caring responsibilities and flexible working options will be considered. 

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. Non-UK applicants (excluding Ireland) may need to apply for a visa from the UK Visas and Immigration (UKVI) and may require a Certificate of Sponsorship from Birmingham City Council for a skilled worker visa (if the job is eligible). 

Job Description

Person Specification

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