Complaints Case Manager - Wolverhampton

Bromford Flagship Group; Coven Heath; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading housing provider in the UK is seeking a Complaints Case Manager to resolve complex customer complaints. You will manage your own caseload, ensuring fair outcomes and maintaining a high-quality customer experience. The ideal candidate will have experience in complaint handling and excellent communication skills. This role offers the opportunity to work collaboratively and support vulnerable customers in a challenging but rewarding environment.

Qualifications

• Proven experience in managing complaints to resolution.
• Ability to produce high-quality written reports.
• Strong IT skills and ability to stay organized under pressure.

Responsibilities

• Own the management of complaints at both Stage 1 and Stage 2.
• Lead the resolution of complex cases involving multiple stakeholders.
• Produce investigation packs and recommendations.

Skills

Regulated complaint handling

Understanding of housing regulation

Excellent communication skills

Conflict management

Production of investigation reports

Strong IT skills

Job description

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.

• 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.

By joining Bromford (part of Bromford Flagship), you become part of a leading housing provider delivering community‑focused services across the east, central and south west of England. We have a local approach, all backed by the scale and ambition of the Bromford Flagship Group. Join us to help create communities where people can put down roots, feel secure, and thrive.