Resident Experience and Resolution Officer


Company:	Tamworth Borough Council
Salary:	£31,022 - £33,699
Hours:	Full-time
Location:	Tamworth, B79 7BZ
Working pattern:	Hybrid - 3 days remote
Job type:	Permanent
Posting date:	4 Aug 2026
Closing date:	21 Aug 2026

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Summary

TAMWORTH BOROUGH COUNCIL

INFORMATION GOVERNANCE

Resident Experience and Resolution Officer

£31,022- £33,699 per annum

plus essential car user allowance

Hybrid working contract

37 hours per week

Permanent

Located in the heart of Staffordshire, Tamworth is a vibrant and well connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

Are you passionate about putting residents at the heart of services, listening to their experiences and helping to resolve concerns fairly, clearly and with care?

Tamworth Borough Council is looking for a Resident Experience and Resolution Officer who will champion the resident voice and help strengthen the way we listen, respond and learn from complaints and feedback across housing services.

Reporting to the Information Governance Manager, you will coordinate complaint investigation, insight and resolution activity across Housing Repairs, Planned Works, Adaptations, Disrepair, Compliance and Healthy Homes. You will work with residents, colleagues and contractors to understand what has happened, gather evidence and support clear, fair and timely outcomes that keep the customer at the heart of every response.

About the role

This is a varied and important role at the heart of resident-focused service improvement. You will investigate complaints and issues of dissatisfaction, review records and case histories, liaise with service teams and external providers, and help ensure residents feel heard, respected and receive clear responses written in plain English.

You will also monitor complaint outcomes, remedies and response deadlines, analyse data to identify trends and risks, and turn resident feedback into insight that helps services learn, improve and prevent repeat issues.

What you will be doing

• Investigating complaints, councillor enquiries and MP enquiries across relevant housing service areas.

• Gathering and reviewing evidence, records, case histories and service information within agreed timescales.

• Fact-checking draft responses to make sure they are accurate, fair, evidence-led and easy to understand.

• Keeping residents informed, supporting early resolution and helping to prevent avoidable escalation.

• Analysing complaint, performance and resident experience data to identify themes, risks and opportunities for improvement.

• Supporting resident engagement and feedback activity so that learning from complaints leads to practical service improvements.

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