Job Description internal LI-DNI Please note this vacancy is only available to Birmingham City Council employees. Resolution Champion 6 months Act Up ringfenced to Contact Centre Grade B - £28,598 - £34,434 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week The Adult Social Care Resolution Champion is part of the Contact Centre ASC team and is responsible for managing enquiries and complaints escalated by Contact Centre Advisors and the wider service area. The primary aim of the role is to identify and deliver effective, timely resolutions for citizens, ideally at the first point of contact. The postholder plays a key role in ensuring seamless collaboration between customer-facing services and back-office teams, while consistently delivering high standards of customer care. This includes providing accurate, high-quality information and advice across all council services. The role requires strong customer service expertise within Contact Centre Operations, with particular experience in Adult Social Care functions such as Occupational Therapy, Safeguarding, and Mental Health services. 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 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 4124 - Resolution Champion JD.pdf 4124 - Resolution Champion PS.pdf About Us We are a disability confident employer and we encourage applicants with disabilities to apply. We also 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).