Customer Resolution Support Assistant

Midland Heart Ltd; Birmingham; On-site; GBP 21,000 - 27,000; Full time

Job summary

Midland Heart Ltd. is seeking a Customer Resolution Support Assistant to organise, coordinate and provide customer support that helps the resolution service run smoothly.

The role focuses on triaging complaints promptly, updating tenants and ensuring agreed actions are followed through. You will work as part of a dedicated team, assisting across the Customer Resolution function and the wider organisation, with opportunities for early resolution and escalation to the right people when

Qualifications

• Experience in busy customer service or administrative environment with deadlines.
• Excellent organisational and communication skills, ability to manage shared inboxes and prioritise tasks.
• Knowledge of data protection and confidentiality is important.

Responsibilities

• Provide day-to-day administrative and triage support to the Customer Resolution team.
• Acknowledge complaints, provide updates and timelines to tenants, gather information.
• Support early resolution by coordinating with relevant teams and signpost next steps.
• Escalate complex cases to Customer Resolution Officers when needed and maintain accurate records.

Skills

Customer service experience

Organisational skills

Communication skills

Tools

Microsoft Office

Case management systems

Job description

This is an exciting time to join our Customer Resolution service. We're looking for a Customer Resolution Support Assistant to provide the organisation, coordination and customer support that helps our resolution service run effectively. You'll play an important role in making sure complaints are triaged promptly, tenants receive clear communication and agreed actions are followed through.

The Role

This is a busy and varied role at the heart of our Customer Resolution service. We see complaints as giving us valuable insight into our tenants' experiences and where we need to do better. We're committed to making sure tenants feel listened to, concerns are progressed promptly and the learning from complaints helps us improve the services we provide.

Working as part of a dedicated team, you'll provide day-to-day administrative and triage support, helping complaints progress efficiently from initial contact through to resolution. You'll have the opportunity to work across the Customer Resolution team and wider organisation, supporting early resolution wherever possible and making sure complaints that require investigation or more complex decision‑making are escalated to the right people at the right time.

Responsibilities include, but aren't limited to:

• Provide day-to-day administrative and triage support to the Customer Resolution team, ensuring complaints are progressed accurately, promptly and professionally.
• Liaise with tenants to acknowledge complaints, provide updates, explain processes and timescales, gather initial information and signpost where appropriate.
• Support early resolution by identifying straightforward actions, coordinating with relevant teams and ensuring agreed next steps are progressed.
• Escalate complaints to Customer Resolution Officers where formal investigation, complex resolution, decision‑making or additional support is required.
• Maintain accurate case records, process compensation payments, track agreed actions and complete audit checks to ensure actions are followed through.
• Support the team with data, performance information, meetings, workshops and general administration, helping to identify opportunities to improve complaint handling and the tenant experience.

Our ideal candidate? You'll be an organised and customer‑focused administrator who can manage competing priorities, communicate confidently with tenants and colleagues and make sure things are progressed when they need to be. You'll be comfortable working in a busy, fast‑paced environment and understand the importance of accuracy, confidentiality and delivering a positive customer experience. Your CV and cover letter will demonstrate:

• Experience of working in a busy customer service or administrative environment, managing competing priorities, high volumes of work and deadlines.
• Strong organisational and communication skills, with the ability to manage shared inboxes, prioritise correspondence and ensure actions are followed through efficiently.
• Good IT skills, including experience using Microsoft Office and customer or case management systems to record, track and monitor enquiries accurately.
• Experience of supporting complaints or customer enquiries, with an understanding of the importance of early resolution, clear communication and resolving issues promptly and fairly.

Knowledge of housing or complaints processes would be beneficial. A good understanding of data protection and confidentiality is also .

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 for this role are due to close on Sunday 30th August.

Please note that we reserve the right to cease recruitment for this role early based on the volume of applications and response 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.