Complaints Case Manager - Wolverhampton

Bromford; Wolverhampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Bromford, une organisation à but social, recherche un Complaints Case Manager pour résoudre des plaintes complexes et sensibles. Dans ce rôle permanent, vous serez responsable de gérer une charge de travail variée tout en fournissant une expérience client exceptionnelle. Profitez d'une opportunité d'avoir un impact direct sur la vie des clients tout en travaillant dans un environnement collaboratif.

Qualifications

• Expérience dans la gestion des plaintes régulées.
• Compréhension des régulations et politiques du logement.
• Capacité à produire des rapports d'investigation de haute qualité.

Responsibilities

• Gérer les plaintes des clients de manière autonome et collaborative.
• Produire des recommandations claires et empathiques pour les responsables de service.
• Travailler en étroite collaboration avec les parties prenantes internes pour résoudre les problèmes.

Skills

Gestion des plaintes

Communication écrite et verbale

Résolution de conflits

Compétences IT

Prise de décision basée sur des preuves

Job description

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.

Why Bromford?

We're more than a housing association-we're a values-driven organisation that puts people first. Join us and be part of a team that's committed to making a real difference, every day.

Closing Date

Please submit your application by Sunday 15 June 2025- we're excited to hear from passionate individuals ready to make a real difference.