Customer Resolution Leader: Elevate Tenant Outcomes

Midland Heart Ltd; Park Central; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Disability Confident Employer

Job summary

Midland Heart is seeking a Customer Resolution Manager to lead a team focused on fair, timely, and code-compliant outcomes for tenants. You’ll own end-to-end casework from evidence requests to determinations and collaborate with Housing Ombudsman Service to drive learning across the organisation.

You will guide a high-performing team, ensuring quality controls align with the Complaint Handling Code, consumer standards and internal policy, while identifying trends to reduce escalations and

Qualifications

• Experience managing Housing Ombudsman casework and delivering on orders.
• Strong knowledge of Housing Ombudsman Code and Consumer Standards.
• Proven leadership, performance management and coaching abilities.
• Experience handling complex or escalated complaints in a regulated setting.

Responsibilities

• Lead the Customer Resolution team, coaching staff and managing performance.
• Act as liaison with the Housing Ombudsman Service for evidence requests and determinations.
• Ensure complaints meet the Complaint Handling Code and internal policy via quality framework.
• Oversee complex/high-profile cases and escalate risks as needed.
• Use Ombudsman insights to identify trends and reduce escalations.

Skills

Housing Ombudsman casework

People leadership

Stakeholder management

Analytical thinking

Quality framework design

Education

Level 4 Housing Qualification

Job description

Midland Heart is seeking a Customer Resolution Manager to lead a team focused on fair, timely, and code-compliant outcomes for tenants. You’ll own end-to-end casework from evidence requests to determinations and collaborate with Housing Ombudsman Service to drive learning across the organisation.

You will guide a high-performing team, ensuring quality controls align with the Complaint Handling Code, consumer standards and internal policy, while identifying trends to reduce escalations and