Customer Resolution Manager

Midland Heart; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

Midland Heart is seeking an experienced Customer Resolution Manager to lead our Resolution Officers and Support Assistants, ensuring fair, timely and Code-compliant outcomes for tenants. You will liaise with the Housing Ombudsman Service from evidence requests to determinations and share learning across the organisation.

The role requires hands-on Housing Ombudsman case management experience, strong leadership, and a deep knowledge of the Complaint Handling Code and housing legislation.

Qualifications

• Proven experience managing Housing Ombudsman casework and case files.
• Strong knowledge of Housing Ombudsman Complaint Handling Code and Consumer Standards.
• Experience leading and coaching a team with performance management.
• Experience handling complex or escalated complaints in a regulated environment.
• Excellent analytical and influencing skills to drive improvements.

Responsibilities

• Manage, coach and performance-manage the Customer Resolution team, setting objectives and allocating work.
• Act as liaison with Housing Ombudsman Service, handling evidence requests, case files and orders.
• Ensure compliance with the Complaint Handling Code and internal policies through a quality framework.
• Oversee complex/high-profile cases and escalate risks when needed.
• Use Ombudsman insights to identify trends and reduce escalations.
• Build trusted relationships with senior managers to deliver timely actions.

Skills

People leadership

Housing Ombudsman casework

Complaint handling

Stakeholder management

Education

Level 4 Housing Qualification

Job description

This is an exciting time to join our Customer Resolution service. We see complaints as being an essential part of understanding our tenants' experiences and identifying where we can improve. We're committed to creating a service that is trusted by our tenants, delivers fair and effective resolutions and turns insight into meaningful improvements across our services.

We're looking for a high-calibre, experienced Customer Resolution Manager to join us as we continue to strengthen how we listen, learn and respond to tenants. In this role, you'll bring hands-on Housing Ombudsman case management experience and strong people leadership. You'll lead a high-performing team, drive excellent standards of complaint handling in line with the Housing Ombudsman Complaint Handling Code and turn customer and Ombudsman insight into meaningful and lasting service improvements across Midland Heart.

The Role

Reporting to the Head of Customer Resolution, you'll lead our team of Resolution Officers and Support Assistants, delivering fair, timely and Code-compliant outcomes for tenants. As our key liaison with the Housing Ombudsman Service, you'll own casework from evidence request to determination, making sure the learning is shared across the organisation.

Responsibilities include, but aren't limited to:

• Manage, coach and performance-manage the Customer Resolution team, setting objectives, allocating work, addressing underperformance and recognising success.
• Act as the key liaison with the Housing Ombudsman Service, managing evidence requests, case files and the delivery of orders and determinations.
• Provide assurance that complaints meet the Complaint Handling Code, Consumer Standards and internal policy through a robust quality framework.
• Oversee complex and high-profile cases, including MP, councillor and Chief Executive enquiries, escalating significant risks where needed.
• Use complaint data and Ombudsman learning to identify trends, reduce repeat service failure and lower escalations to the Ombudsman.
• Build trusted relationships with senior managers, with the confidence to challenge and influence them to deliver timely actions and improvements.

Our ideal candidate?

You'll be an experienced complaints or customer resolution manager who has worked directly with the Housing Ombudsman and knows what good looks like at every stage of a case. Your CV and cover letter will demonstrate:

• Proven experience of managing Housing Ombudsman casework, including responding to evidence requests, preparing case files and delivering on orders and determinations.
• Strong working knowledge of the Housing Ombudsman Complaint Handling Code, Consumer Standards and housing legislation, with the ability to apply them effectively in practice.
• Proven experience of leading and managing a team, with a strong track record in performance management, including setting objectives, monitoring delivery, tackling underperformance and building an accountable, high-performing culture.
• Experience of managing complex or escalated complaints in a regulated environment, with a track record of improving complaint handling and customer outcomes.
• Excellent analytical, influencing and stakeholder management skills, with the confidence to challenge senior colleagues and turn complaints and Ombudsman insight into action.

A people management or leadership qualification would be beneficial, as would a Level 4 Housing Qualification, or a willingness to work towards one.

Please be advised that due to the high-profile and collaborative nature of this role, you will need to work on-site a minimum of 3 days per week.

Who are Midland Heart?

We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

Applications provisionally close at midnight on Tuesday 20th October. Please be advised that we reserve the right to close applications prior to this date, dependant on the volume of applications received.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.