Customer Resolutions Officer (Internal)

• Babergh and Mid Suffolk District Councils
• Address: Great Wenham, Nr Ipswich CO7 6PS
• Salary: £37,280 - £44,075 per annum (pro rata for part time)
• Hours: Full Time, 37 hours per week
• Contract: Fixed Term or Secondment Opportunity for 12 months (Maternity Cover)

This advert is open to Babergh and Mid Suffolk District Councils employees only.

This role is open to full time, part time, and job share applications, all of which will be assessed equally.

Join our team

We are looking for a Customer Resolution Officer to join our Housing Repairs and Maintenance team.

If you share our values and you are motivated to make a difference for our residents, clients, and communities, we would love to hear from you.

About the role

Reporting to the Business Services Manager you will provide an excellent customer service to residents who have complaints or complex/escalated issues.

You will: 

• Ensure that all customer concerns are fully listened to and understood, with comprehensive and prompt resolutions, offering support in a positive and helpful manner and minimising further problems by maintaining open communication throughout.
• Play a key role in identifying and sharing learning opportunities from complaints and issues that arise, using the opportunity for service improvement.
• Assess the urgency of situations and determine appropriate responses, monitor the status of pending items, provide follow-ups, and keep management and relevant parties informed of any issues/developments by communicating a wide variety of information. 
• Be an important link between customers, surveyors, contractors, external counsel, solicitors and other agencies to obtain and exchange information and documentation relating to legal disrepair matters and work towards a meaningful and long-term solution.
• Work closely with the DLO (Direct Labour Organisation) and its supporting contractors to investigate and resolve issues and provide satisfactory outcomes.
• Liaise with the Corporate Legal Team and provide support to external partners such as the County Court, Solicitors, Local Authorities and Expert Witnesses (for example surveyors and Environmental Health Officers), to ensure the needs of BMSDC and its customers are met.
• Work collaboratively across BMSDC to support the development and delivery of excellent services to our customers, embedding best practice, policies and procedures.

About you

We are looking for a professional, customer centric person, who communicates effectively, with empathy, energy and drive to find effective solutions.

You will:

• Have a good standard of education with GCSE's (or equivalent) in English and Maths and demonstrate experience in a similar role in either a customer service or housing team. A Customer service qualification would be an advantage.
• Be able to offer a comprehensive, positive and effective complaint handling and resolution service to our customers and will be calm and organised in your approach, able to manage a busy workload and changing priorities.
• Be able to work on your own initiative, take ownership and accountability for getting complaints resolved and follow a process through to completion.
• Need to demonstrate strong administration and IT skills.
• Be able to coordinate and provide support for legal disrepair cases and the effective delivery of disrepair projects and enquiries in a timely, cost-effective and safe manner, in line with budgets and legislative requirements, maximising income recovery and reducing bad debt.

About us

At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in.

We serve around 200,000 residents across our two districts and are well known for our collaboration and partnership working across public, private and voluntary sectors.

We believe that the heart of Suffolk is an incredibly special place to live and work, with:

• 60 conservation areas
• two National Landscapes
• many picturesque market towns

It is no surprise we are ranked among the top 50 places to live in the UK (United Kingdom).

Benefits

We offer a comprehensive benefits package, including:

• Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
• Competitive Local Government Pension Scheme.
• Wellbeing Support and Employee Assistance Programs.
• Private Health Care Options.
• Electric Vehicle Salary Sacrifice Scheme.
• Paid volunteering days.
• Flexible and hybrid working arrangements (Business needs permitting).
• Great learning and development opportunities.

For more information, visit our Employee Benefits page.

Our ways of working

We believe work is what we do, not just where we go.

We work in a hybrid way, with a mix of office, home, and remote based working (Business need permitting). Our hybrid working arrangements support flexibility and collaboration, helping our teams to thrive.

We are committed to equality, diversity and inclusion, providing opportunity and ambition for all, supporting and enabling our people to deliver the best possible services for our residents.

For more information

For an informal discussion or to learn more about hybrid working for this role, please contact Alison Wade by email - [email protected] to arrange a conversation.

Please read the Job Description and Person Specification.pdf before applying for this job opportunity.

Closing date: 5.00pm, Monday 17 August 2026.

When applying, please ensure:

• Your statement indicates how you meet each of the criteria in the ‘Person Profile’ section of the Job Description/Person Specification.
• You attach your supporting statement and your CV to your application. 
• You use your Babergh and Mid Suffolk email address for your application.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.