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Complaints Case Manager

Bromford

Wolverhampton

Hybrid

GBP 28,000 - 35,000

Full time

4 days ago

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Job summary

Bromford is seeking a Complaints Case Manager to lead the resolution of complex customer complaints. This role is critical in ensuring fair outcomes and delivering an exceptional customer experience. You will manage your own caseload, support vulnerable customers, and work closely with internal teams. The position offers a blend of remote and on-site work, and full-time commitment at 37.5 hours per week.

Qualifications

Proven experience in regulated complaint handling.
Strong understanding of housing regulation and policy.
Excellent written and verbal communication skills.

Responsibilities

Manage complaints from start to finish, ensuring fair outcomes.
Produce detailed investigation packs and recommendations.
Work collaboratively with stakeholders to resolve issues.

Skills

Complaint handling

Communication skills

Conflict management

Problem-solving

IT skills

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Base pay range

Direct message the job poster from Bromford

Resourcing and Talent Specialist at Bromford

Contract Type: Permanent and full-time

Hours: 37.5 hours per week

Workstyle: A mix of working from home and working from our Wolverhampton office.

At Bromford, we’re committed to doing the right thing for our customers—especially when issues need resolving. As a Complaints Case Manager, you’ll take the lead on resolving complex and sensitive complaints, ensuring fair outcomes and delivering a consistently excellent customer experience.

You’ll manage your own caseload from start to finish, working independently and collaboratively to investigate, resolve, and learn from complaints. You’ll be a key contact for customers throughout their journey, ensuring they feel heard, respected, and supported.

What You’ll Be Responsible For:

You will take full ownership of managing complaints at both Stage 1 and Stage 2, ensuring each case is handled in line with our policy framework. You’ll lead the resolution of complex, high-risk, or sensitive cases, often involving multiple stakeholders and requiring a nuanced approach.

A key part of your role will be identifying and supporting vulnerable customers, ensuring our service remains accessible, fair, and responsive to individual needs. You’ll be responsible for producing detailed investigation packs and well-considered recommendations for service leads, underpinned by clear, empathetic, and high-quality written responses.

You’ll maintain accurate and timely records within our case management system, while effectively prioritising your workload to meet internal targets. Alongside managing your own caseload, you’ll also support and mentor colleagues, sharing your expertise to help develop the wider team.

Collaboration is essential—you’ll work closely with internal stakeholders to remove barriers and drive resolution, using sound judgment to make confident, evidence-based decisions, even when challenged. You’ll also contribute to Housing Ombudsman submissions and assess compensation claims in line with policy and fairness.

Throughout the complaint journey, you’ll be the main point of contact for the customer, keeping them informed and engaged with timely updates and a clear understanding of next steps.

What You’ll Bring:

Proven experience in regulated complaint handling and first-time resolution.
Strong understanding of housing regulation, policy, and the Housing Ombudsman’s role.
Excellent written and verbal communication skills.
A calm, assertive approach to managing conflict and challenging conversations.
A track record of producing high-quality investigation reports and recommendations.
Strong IT skills and the ability to work at pace while staying organised.

You’ll Thrive If You:

Are passionate about delivering the right outcomes for customers.
Can balance empathy with accountability and fairness.
Are confident in challenging viewpoints to ensure the best result.
Can turn difficult situations into opportunities for advocacy and learning.
Are a natural problem-solver who thrives under pressure.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Administrative and Customer Service
Industries
Non-profit Organizations

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