Customer Resolution Officer

Midland Heart Ltd; Park Central; On-site; GBP 32,000 - 42,000; Full time

Job summary

Midland Heart is seeking a Customer Resolution Officer to own stage 1 and stage 2 complaints, investigate fairly, and drive learning to improve tenant outcomes. You’ll work with colleagues to gather evidence and deliver timely, empathetic responses in line with Housing Ombudsman's Code.

The role requires strong investigation skills, the ability to manage a high-volume caseload, and on-site presence (minimum three days per week).

Qualifications

• Experience of complaint handling, ideally in a regulated environment with knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage a high-volume caseload, including complex complaints.
• Strong investigation and problem-solving skills, with evidence gathering and root-cause analysis.
• Clear, accurate, and empathetic written responses; strong relationship-building across teams.

Responsibilities

• Own both stage 1 and stage 2 complaints from receipt to resolution with impartial investigations.
• Listen to tenants, understand their experience, and identify remedies where appropriate.
• Collaborate across teams to gather evidence, challenge where necessary and identify root causes.
• Manage enquiries from MPs, Councillors, the Executive Team and the Housing Ombudsman Service.
• Maintain accurate records and share insights to support service improvements.

Skills

Complaint handling

Root cause analysis

Investigation skills

Evidence gathering

Empathetic communication

Cross-team collaboration

Job description

This is an exciting time to join our Customer Resolution service and play a key role in delivering positive outcomes for our tenants and customers. Working within a team as a Customer Resolution Officer, you'll take ownership of complaints from receipt through to resolution, looking beyond the immediate issue to understand what has happened, establish root causes and identify what we can learn and do differently.

The Role

We see complaints as an important opportunity to listen to our tenants, understand their experiences and make sure we get things right. We want every tenant who raises a complaint to feel heard, treated with empathy and confident that someone is taking ownership of their concerns.

As a Customer Resolutions Officer you'll manage a caseload, working closely with colleagues across Midland Heart to investigate complaints thoroughly and impartially, ensuring we deliver an accessible, fair and effective service that meets the requirements of the Housing Ombudsman's Complaint Handling Code and, importantly, delivers for our tenants.

You’ll also play an important role in identifying root causes, trends and service failures, using complaint insight to support learning and meaningful service improvement.

Responsibilities include, but aren't limited to:

• Own both stage 1 and stage 2 complaints from receipt to resolution, leading thorough, impartial and evidence-based investigations and delivering timely outcomes in line with the Housing Ombudsman's Complaint Handling Code.
• Listen empathetically to tenants, understand their experience and identify remedies to resolve concerns where appropriate.
• Collaborate across teams to gather evidence, challenge where necessary and establish root causes, identifying trends, service failures and learning that can prevent repeat complaints.
• Manage enquiries from MPs, Councillors, the Executive Team and the Housing Ombudsman Service, coordinating information, preparing clear responses and ensuring actions and deadlines are met.
• Maintain accurate records and share insights, case studies and learning with the Customer Resolution Manager and relevant teams, to support service improvements and better tenant outcomes.

Our ideal candidate?

You’ll be an experienced complaints, customer resolution or customer service professional who understands the importance of listening to people, taking ownership and finding solutions. Your CV and cover letter will demonstrate:

• Experience of complaint handling, ideally within a regulated environment and with knowledge of the Housing Ombudsman's Complaint Handling Code.
• The organisation, resilience and accountability to manage a high-volume caseload, including complex and challenging complaints.
• Strong investigation and problem-solving skills, with the ability to gather and evaluate evidence, establish root causes, identify appropriate remedies and make fair, balanced decisions.
• Excellent communication and relationship-building skills, evidencing experience of working across teams, constructively challenging where necessary and producing clear, accurate and empathetic written responses.

Please be advised that, due to the high-profile nature of this role, you will need to be prepared 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 Sunday 30th August. 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.