Customer Resolution Manager

Midland Heart Ltd; Birmingham; On-site; GBP 52,000 - 76,000; Full time

Job summary

Midland Heart Ltd in Birmingham is seeking experienced Customer Resolutions Managers to lead the service, ensuring a fair, effective and accessible complaints process that meets regulatory expectations and turns customer insight into lasting improvements.

You will lead a team handling complex and high‑profile cases, provide strategic performance reporting to the Executive Team and Board, influence stakeholders including the Housing Ombudsman, and foster a high‑performing culture with strong

Qualifications

• Experience leading teams in a regulated housing environment.
• Proven ability to improve complaint handling and customer outcomes.
• Strong knowledge of housing legislation and Housing Ombudsman framework.
• Excellent analytical and stakeholder management skills.

Responsibilities

• Lead delivery of a high-quality complaints service in line with regulatory codes.
• Oversee complex and high-profile complaints, ensuring effective resolution.
• Identify trends from complaints and feedback to drive service improvements.
• Provide strategic performance reporting to the Executive Team and Board.
• Build relationships with senior stakeholders and external partners.

Skills

Leadership

Regulatory knowledge

Stakeholder management

Complaint handling

Performance management

Education

Level 5 Housing Qualification

People management or leadership qualification (beneficial)

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 high-calibre, experienced Customer Resolutions Managers to join us as we continue to strengthen how we listen, learn and respond to tenants. In these newly created roles, you'll help lead the service forward, drive excellent standards of complaint handling in line with the Housing Ombudsman code and turn customer insight into meaningful and lasting service improvements across Midland Heart.

The Role

You'll provide leadership across complaints, ensuring we deliver a fair, effective and accessible service that meets regulatory expectations and improves outcomes for tenants.

Leading a team handling complex and high-profile complaints, you'll work closely with leaders across the organisation to provide the challenge, insight and assurance needed to strengthen complaint handling and customer resolution.

Responsibilities include, but aren't limited to:

• Lead the delivery of a high-quality complaints service, ensuring compliance with the Housing Ombudsman Complaint Handling Code, Consumer Standards and relevant legislation.
• Provide oversight of complex, high-risk and high-profile complaints, including Housing Ombudsman casework, ensuring effective and proportionate resolution.
• Use complaints, customer feedback and Ombudsman insight to identify trends, root causes and opportunities for service improvement.
• Provide strategic performance reporting and assurance to the Executive Team, Board and Committees, highlighting performance, risks and emerging issues.
• Build effective relationships with senior stakeholders, the Housing Ombudsman Service and other external partners, influencing outcomes and representing Midland Heart where required.

Our ideal candidate? You'll be an experienced complaints or customer resolution leader who combines strong regulatory knowledge with the confidence to influence, challenge and drive change. Your CV and cover letter will demonstrate:

• Proven experience of leading and managing teams, with a strong focus on performance management, development, accountability and creating a high-performing service culture.
• Significant experience of managing complaints within a regulated environment, with a strong track record of improving complaint handling, service performance and customer outcomes.
• Strong knowledge of housing legislation, regulatory requirements and the Housing Ombudsman framework, with the ability to apply this effectively in practice.
• Excellent analytical, influencing and stakeholder management skills, with the confidence to challenge senior leaders and turn insight into action.

A people management or leadership qualification would be beneficial, as would a Level 5 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 Thursday 17th September. 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.